Call Centre Training Facilitator [2 Positions]

Posted on :

26 Mar, 2014

Category :

Banking Jobs in South Africa, Call Centre Jobs in South Africa

Job Description

Develop, Assess and Conduct outcome based training programmes for the shared services call centre across all divisions – with specific reference to agents, supervisors, QA and back office.

Job Requirements


Grade 12 and

Recognised Training qualification



Grade 12 and

Facilitating the Learning qualification

Content Design and Development




At least 3 years training experience in a call centre environment



5 years training experience in a call centre environment



Planning and Organising Skills

Influencing Skills

Facilitation skills

Computer Literacy (Excel & Word)

Communication Skills (verbal and written)

EQ – Inter- and Intrapersonal Skills

Listening Skills

Attention to detail

Negotiation skills

Customer service orientation



Knowledge and understanding of the call centre industry and training fundamentals

Analytical and problem solving skills



Team player



Passion for people development

Pro-active orientation

Self reliant

Self managed



Training Needs Analysis

Design, develop and implement training needs analysis initiatives

Conduct training needs analysis with the call centre through assessments, prior training interventions and supervisor feedback

Being able to identify any training gaps and needs based on the reports from Quality Assurance

Engage with key role players within the call centre to identify further training needs and gaps

Be able to report efficiently on identified training gaps and needs


Content Development 

Develop training content based on identified needs and training interventions

Identify various training tools and material to address skills and knowledge gaps in the call centre

Be able to conduct train-the-trainer sessions based on the content developed

Be able to evaluate the effectiveness of the training content developed and deployed in the call centre.


Conduct Assessments

Develop assessment instruments that would be able to monitor knowledge gaps

Design and develop outcomes based assessments for both manual and eAssessments.

Be able to conduct both manual and eAssessments

Identify various ways of assessing people in the call centre

Being able to use the assessment feedback to identify further training needs


Training Delivery 

Deliver an effective skills transfer process through training

Identify and deliver different training methodologies for different training target audience

Develop and manage training of new products, systems and processes in the contact centre as required

Training Admin and Reporting Submit weekly and monthly training reports

Administer training registers on the system

Be able to report on the training effectiveness through learner feedback forms

Be able to provide feedback on learner progress to supervisors, QA and all managers on areas of improvement

Manage the Training shared folder to ensure that information is updated and current.


How to Apply

Click here to apply online

Job ID #: 1231 Job Vacancy Type: Permanent
Province: Gauteng Contract Duration: N/A
Region: Johannesburg North Minimum Experience Required: 3 – 5 Years
Suburb: Midrand (Midrand) Minimum Education Required: Grade12 Plus relevant qualification
Company: African Bank Qualifications Required:
Employment Equity: Yes Job Category: TRAINING INSTRUCTOR

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