Training Facilitator at Shoprite Group of Companies

Purpose of the Job    

• The CxHub Training Facilitator equips the Customer Services Team with the knowledge and skills needed to meet customer service goals. This role develops training plans based on real-time data, quality assessments, and performance trends, ensuring effective delivery and addressing team and individual needs.
• They conduct ongoing training sessions, coaching, and evaluations to prepare agents for exceptional interactions, while also developing content for new products and updating knowledge resources.
• Supporting the QA team in process enhancements, the facilitator acts as a key link between the Customer Services Team and the Customer Service QA & Training Manager, driving continuous service improvement. 

Job Objectives    

Training Design & Delivery 

• Plan, prepare, and facilitate structured training programmes for new hires, existing agents, and new processes or initiatives.
• Utilise a range of training methodologies, including classroom, virtual, eLearning, and on-the-job coaching, to maximise learning effectiveness. 
• Ensure all training materials are current, accurate, and aligned to operational and service standards. 
• Create and update training content for new products, systems, and customer service processes. 

Training Needs Analysis & Capability Development 

• Conduct ongoing training needs analyses using performance data, call listening outcomes, and quality assurance feedback. 
• Identify knowledge and skill gaps at individual and team level and implement targeted development interventions. 
• Support the development of training plans for roles within the Customer Services environment. 
• Address learner risk by identifying agents not meeting required standards and escalating concerns to Customer Service Managers and Team Leads where necessary. 

Quality Alignment & Continuous Improvement

• Collaborate closely with the Quality Assurance Team and Contact Centre Leadership to align training initiatives with quality and performance goals. 
• Support QA-led process enhancements by incorporating quality findings into training content and delivery. 
• Assess the effectiveness of training through feedback, surveys, assessments, and performance trends, and implement improvements where required. 
• Research and apply learning and development best practices to continuously enhance training outcomes. 

Performance Feedback & Coaching Support 

• Conduct call listening and operational observations to provide structured feedback on agent performance. 
• Share actionable insights with Customer Service Managers and Team Leads to support coaching and performance management.
• Develop proficiency and readiness assessments to measure learner understanding and operational readiness. 

Stakeholder Engagement & Reporting 

• Act as a liaison between Customer Services operations, QA, and training leadership to ensure aligned execution.
• Report training insights, trends, and metrics to Contact Centre Leadership to support informed decision-making. 
•  Partner with internal stakeholders to ensure training remains aligned to business priorities and service expectations. 

Training Governance, Compliance & Administration 

• Ensure training materials and delivery adhere to accreditation and compliance requirements. 
• Maintain accurate training registers, attendance records, surveys, and intervention logs. 
• Coordinate training logistics, including scheduling, system access, and training material readiness. 
• Keep all learning resources updated and accessible via the Knowledge SharePoint portal and CRM systems.

Qualifications    

• Diploma/Certifications/Accreditations in Communications, Learning and Development, or equivalent (essential). 

Experience    

• +4 years in training facilitation or design and delivery, specifically in an operational customer services or retail environment or similar (essential). 
• Experience in applying observational agent assessments and integrating various data sources to design targeted training interventions that enhance customer service levels (essential). 
• Demonstrable experience in operational development needs of large teams and achieving improved service levels (essential). 

Knowledge and Skills    

• Exposure to training new product launches in a Financial Services / Online Banking or similar environment
• Familiarity with training design and development templates and toolkits (essential). 
• Proficiency in MS Office 365, particularly intermediate Excel skills (essential). 

Closing Date    

• 2026/05/27