Permanent Contact Centre Training Specialist – Fidelity Vacancies
Job Description
Fidelity Vacanciesch – Contact Centre Training Specialist
We are looking for a highly skilled Contact Centre Training Specialist to design and deliver impactful training programs that enhance agent performance and service excellence. If you have a passion for coaching, knowledge development, and driving business success, this is an opportunity to make a real difference.
Key Responsibilities
- Develop and deliver technical, product, and soft skills training for contact centre agents.
- Coach and mentor teams to improve service quality, efficiency, and customer satisfaction.
- Continuously update training materials to align with business objectives and industry standards.
- Ensure agents provide accurate, courteous, and consistent customer service.
- Act as a subject matter expert, driving excellence in knowledge management.
- Assess training effectiveness and implement strategies for performance improvement.
- Work closely with divisional managers to optimize processes and training approaches.
- Conduct regular refresher courses and manage knowledge assessments.
Minimum Qualifications and Experience
- Bachelor’s degree in Human Resources, Training & Development, or a related field.
- Relevant training qualification.
- Minimum of three years of experience in a similar role.
- Proficiency in Microsoft Office.
- Experience in the security industry is an advantage.
- Code 08 Driver’s License.
Main Duties
New Hire Induction & Onboarding
- Deliver structured induction programs to ensure new agents understand company policies, processes, and service expectations.
- Provide hands-on product and system training to build agent confidence and capability.
Product, Technical & Soft Skills Training
- Conduct ongoing training sessions to enhance product knowledge, technical skills, and customer service techniques.
- Coach agents on communication strategies, sales techniques, and problem-solving skills.
- Organize refresher training to address knowledge gaps and reinforce key concepts.
Performance Coaching & Development
- Identify training needs through call monitoring, performance analysis, and feedback.
- Collaborate with team leaders to develop targeted coaching plans.
- Conduct one-on-one coaching sessions to improve agent efficiency and service delivery.
Compliance & Quality Assurance
- Ensure all agents adhere to company policies, compliance regulations, and industry standards.
- Conduct regular knowledge assessments and quality checks to maintain training effectiveness.
- Work closely with the National QA Manager to enhance service consistency.
Training Materials & Reporting
- Develop and maintain up-to-date training content, scripts, and knowledge bases.
- Keep accurate records of training sessions, attendance, and assessment results.
- Provide management with training reports and performance insights for continuous improvement.
Continuous Learning & Support
- Organize monthly training sessions and workshops to keep agents informed of updates and industry trends.
- Support the implementation of new processes, tools, and customer engagement strategies.
- Serve as a knowledge expert, ensuring agents remain well-equipped to meet customer expectations.
Behavioural Competencies
- Critical thinker with innovative problem-solving skills.
- Strong knowledge of traditional and modern training methodologies.
- Strategic and creative mindset.
- Growth-oriented approach to learning and development.
- Excellent organizational and time management skills.
- Strong communication skills with the ability to engage diverse personalities.
- High attention to detail and strong project management capabilities.
- Ability to thrive under pressure and adapt to change.
Fidelity Services Group is committed to fair and ethical business practices, fostering the continuous development of human capital as a key driver of success. Preference will be given to existing employees, with a strong encouragement for Historically Disadvantaged Candidates and Black Female Candidates to apply.
If you do not receive a response within 10 working days from the closing date, please consider your application unsuccessful.
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