Tracker South Africa was established in 1996 and currently connects over 1 million vehicles, making it the region’s dominant brand. To most people, Tracker is seen as a Stolen Vehicle Recovery (SVR) company, and while SVR is still at the core of our business, we have evolved significantly over the last 20 years.
Through a culture of continuous innovation...
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The 24HR Critical Services Division is seeking a dynamic and proactive Skills Coach to drive continuous improvement in service delivery, staff development, and operational excellence. In this pivotal role, the successful candidate will be responsible for coaching, training, and supporting team members who operate in high-pressure, time-sensitive environments. The successful candidate will play a key part in ensuring that the team consistently delivers exceptional customer service, maximises system effectiveness, and strictly adheres to critical operational protocols.
Job description
Collaborate weekly with the Management Team to identify performance trends and service gaps.
Propose and implement targeted training interventions to address identified gaps.
Deliver targeted training sessions to enhance technical, operational, customer service skills and reinforce best practices.
Develop and facilitate training programs tailored to 24HR operational needs.
Compile monthly knowledge assessments aligned with critical service processes and systems.
Participate in special projects and act as a change agent for strategic initiatives.
Provide support to the Training officer in the Facilitation of the Training Programs.
Provide process guidance and ensure compliance with SOPs and emergency protocols.
Draft and present management reports on training outcomes and team performance.
Monitor and evaluate training effectiveness and recommend improvements.
Ensure all project deadlines and service-level commitments are met.
Minimum requirements
Minimum 3 years’ experience in a Contact Centre or Critical Services environment.
At least 2 Years experience within Tracker’s operational framework.
Accredited Assessor, Moderator, Facilitator, or Learning Material Designer (advantageous).
Experience in coaching, mentoring, and training (advantageous).
Strong knowledge of Tracker systems, products, and emergency response protocols.
Proficient in Microsoft Office Suite.
Experience with User Acceptance Testing (UAT) is advantageous.
Excellent administrative, analytical, and business writing skills.
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