Contact Centre Trainer

About the role

Abantu Staffing Solutions is recruiting a Contact Centre Trainer in East London, Eastern Cape, on a full-time basis. The trainer delivers product, process and system training to new and existing call centre agents, covering performance, quality, call handling and customer service skills, and supports onboarding for all new staff.

Key responsibilities

• Deliver product, process and system training aligned with company standards for new and existing call centre agents, focusing on performance, quality, call handling and customer service.
• Facilitate onboarding and induction training for all new staff, including those not working in the contact centres.
• Develop, review and update training materials as product knowledge, customer service protocols and processes change.
• Provide additional training or refresher courses for agents with performance issues or identified gaps.
• Work with Departmental Managers to assess the effectiveness of training programmes against performance metrics and agent development.
• Run regular gap analysis surveys with staff and prepare training and gap analysis reports for management.
• With the HR Manager, keep accurate records of training sessions, attendance and assessment results.

Required profile

• Grade 12 / Matric.
• At least 2-3 years of experience as a trainer, preferably in a call centre or customer service environment.
• Understanding of call centre systems, processes and KPIs.
• Proven experience monitoring, evaluating and improving agent performance.

Required skills

• Advanced Excel skills.
• Familiarity with LMS platforms for training delivery, progress tracking and report generation.
• Basic knowledge of content creation tools such as Canva and Articulate.