Call Centre Trainer (Western Cape) at Flash Group

Description
RESPONSIBILITIES:

• Design and facilitate training programs, including induction, refresher, product, soft skills, and systems training.
• Conduct training needs analyses alongside team leaders and management to identify skills gaps.
• Assess the effectiveness of training initiatives and recommend enhancements where needed.
• Offer on-the-floor support to assist and uplift underperforming employees.
• Create and maintain comprehensive training resources, including manuals, e-learning content, and documentation.
• Monitor call quality and use insights to inform and tailor training interventions.
• Align all training efforts with business objectives and compliance standards.
• Stay informed on emerging industry trends, tools, and best practices.
• Facilitates training sessions both in-person and virtually.
• Foster collaboration and drive innovation in training practices and delivery.

Requirements
MINIMUM REQUIREMENTS:

Matric

• Minimum 2-3 years of experience in a call centre environment.
• 2+ years in a training, coaching, or mentoring role.

REQUIRED KNOWLEDGE / TECHNICAL SKILLS:

• Experience with Learning Management Systems (LMS).
• Use of Microsoft Office (Word, Excel, PowerPoint) or Google Workspace
• 1Stream,
• Freshdesk,
• Freshchat,
• Callbi
• SharePoint

COMPETENCIES / ATTRIBUTES:

• Excellent verbal and written communication.
• Strong presentation and facilitation skills.
• Good understanding of call centre KPIs and customer service principles.
• Ability to motivate and inspire learners.
• Knowledge of adult learning principles and instructional design.
• Strong organizational and time management skills.
• African languages i.e. Xhosa, Zulu, Venda, Sotho
• Active listening
• Problem solving
• Typing speed and accuracy
• Meeting deadlines/time management
• Flexible and adaptable in dynamic environments.
• Capable of managing multiple tasks simultaneously