Do you have a passion for developing people and driving performance through learning?
Afrizan BPO is seeking a dynamic Contact Centre Trainer to deliver high-impact training that empowers agents to provide exceptional customer service while achieving sales targets. If you’re a confident facilitator who thrives in a fast-paced, high-performance environment, this is your opportunity to shape talent and elevate results.
Responsibilities
- Design and deliver training across onboarding, systems, product, sales, and service
- Facilitate assessments, simulations, and live-call practice to reinforce key skills
- Coach agents on empathy, problem-solving, up-selling, compliance, and customer centricity
- Develop and maintain training content, job aids, playbooks, and visual guides
- Monitor training effectiveness using KPIs, QA results, and learner feedback
- Collaborate with QA and Ops to address performance gaps through tailored interventions
- Maintain accurate training records and performance dashboards
Requirements
- Matric / Grade 12 (essential)
- Relevant tertiary qualification in HR, Training, Communications or similar (advantageous)
- ETDP SETA accreditation or Train the Trainer certification (preferred)
- 2–3 years’ experience in contact centre training within a BPO environment
- Proven experience training across both sales and customer service
- Strong facilitation skills across digital platforms (MS Teams, Zoom, LMS)
- Familiarity with omnichannel systems, CRM tools, and call centre operations
- Analytical mindset with the ability to interpret training data and performance metrics
EE Disclaimer:
All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.