Call Centre Training Specialist Job at Fidelity Services Group (2025)
Call Centre Training Specialist Job at Fidelity Services Group (2025)
| Job Title: | Call Centre Training Specialist |
|---|---|
| Company: | Fidelity Services Group |
| Location: | South Africa |
| Employment Type: | Permanent |
| Posted on: | 10 March 2025 |
| Closing Date: | 17 March 2025 |
| Division: | Fidelity ADT |
| Business Unit: | Fidelity ADT – SA |
| Minimum Experience: | Mid-Senior Level |
| Industry: | Security and Investigations |
| Job Functional Area: | Training |
Are you passionate about training and coaching teams to achieve excellence in customer service? Fidelity Services Group is looking for a dynamic Call Centre Training Specialist to develop and deliver high-impact training programs. This is an exciting opportunity to play a key role in the growth and success of our team in the security industry.
About the Role
The Call Centre Training Specialist will be responsible for creating and delivering technical, product, and customer service training programs for our call centre agents. This role is ideal for individuals with a strong background in training and development, with a focus on performance improvement, compliance, and operational excellence.
Key Responsibilities
- Training Delivery: Provide product, technical, and service training to agents to improve performance and enhance service quality.
- Coaching and Mentoring: Support and coach call centre agents to build confidence and improve communication, sales, and problem-solving skills.
- Performance Monitoring: Measure the effectiveness of training programs and work with managers to improve training strategies.
- Compliance and Quality Assurance: Ensure agents comply with company policies and industry standards while delivering excellent service.
- Training Material Development: Create and update training materials, scripts, and resources to support ongoing learning and development.
- Continuous Improvement: Organize monthly workshops and training sessions to keep agents updated on new processes, tools, and customer expectations.
Minimum Qualifications and Experience
- Bachelor’s degree in Human Resources, Management, Training, or a related field.
- Relevant Training Qualification (e.g., Training and Development).
- 3+ years of experience in training, preferably in a call centre environment.
- Call Centre Experience (Preferred).
- Experience in the security industry is advantageous.
- Listener (software) experience is a plus.
- Code 08 Driver‘s License.
- Strong knowledge of Microsoft Office.
Main Duties
- New Hire Induction & Onboarding: Ensure smooth onboarding of new agents, ensuring they understand company policies and customer service standards.
- Product, Technical, and Soft Skills Training: Provide continuous training to agents to improve technical knowledge and customer interaction skills.
- Performance Coaching & Development: Offer personalized coaching sessions to address performance gaps and enhance team efficiency.
- Compliance & Quality Assurance: Ensure adherence to company policies and maintain high service standards through regular quality checks.
- Reporting & Administration: Maintain accurate records, track training progress, and report on training effectiveness to management.
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Behavioral Competencies
- Strong problem-solving and critical thinking skills.
- Ability to adapt to changes and handle pressure effectively.
- Excellent organizational and time management skills.
- Strong communication skills, especially in English.
- Ability to work with diverse teams and create a positive learning environment.
- Detail-oriented with strong project management abilities.
Why Join Fidelity Services Group?
At Fidelity, we believe in empowering our employees and providing opportunities for growth. As a Call Centre Training Specialist, you will have the chance to make a significant impact on the quality of service and performance in our call centre teams. If you are passionate about training, coaching, and improving performance, this is the perfect opportunity for you!
How to Apply
If you meet the qualifications and are ready to take on this exciting challenge, submit your CV by 17 March 2025. Don’t miss out on this opportunity to shape the future of call centre training at Fidelity Services Group!
