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A contact centre trainer role is open for someone who can turn new agents into confident, customer-focused team members. The role is offered as East London onsite or South Africa remote, and it sits with a dynamic online learning platform.
The employer is Datafin, a recruitment company established in 1999 and described as one of South Africa’s leading recruitment companies, with a focus on technology, digital and online, data, finance and human resources industries. The trainer will play a crucial role in making sure all employees in the contact centres are equipped with the skills and knowledge needed to improve performance, quality and excellent customer service.
For training and development, the trainer will deliver product, process and system training in alignment with company standards and processes for new and existing staff, facilitate onboarding and induction training for all new staff to the business, develop, review and update training materials based on evolving product knowledge, customer service standards and processes, and offer additional training or refresher courses for agents, especially those who are struggling with particular areas.
For teamwork and collaboration, the trainer will assess the requirement and effectiveness of training programmes through discussions with departmental managers, conduct regular gap analysis surveys with staff and review findings from periodic performance management processes, prepare training reports and gap analyses reports for management, and, in collaboration with the human resources manager, maintain accurate records of training sessions, attendance and related information. Some wording in the visible listing is cut off in places, so check the original listing for the complete wording.
The listing asks for at least two to three years of experience as a trainer, preferably in a call centre or customer service environment. Candidates should have experience and knowledge in call centre operations, including an understanding of call centre systems and processes, and proven experience in monitoring, evaluating and improving agent performance.
Applicants should have advanced proficiency in Microsoft Excel for tracking performance metrics and creating reports, and in PowerPoint for preparing training materials, reports and presentations. Familiarity with learning management system platforms for training delivery and tracking is required, along with a basic understanding of customer relationship management systems and call centre software, familiarity with communication and collaboration tools such as Microsoft Teams and Zoom, and basic knowledge of content creation software such as Canva and Articulate for designing engaging training materials.
The attributes shown are strong communication skills, including the ability to convey complex information simply; coaching and mentoring skills, including one-on-one and group coaching and constructive feedback; interpersonal skills for working with everyone from new trainees to senior management; time management for organising training schedules and balancing multiple programmes; attention to detail so training material is accurate, relevant and aligned with company standards; and a customer-centric mindset that always prioritises customer satisfaction in training content and methodology.
Apply only through the Apply button on this page, which leads to the original CareerJunction listing for this role. Read the full listing there before you apply, and check that the role, working arrangement and reference match what you expect. Be cautious of anyone who asks for payment to secure a job or who contacts you from an unrelated address about this role.
When you apply, highlight your contact centre training experience, your work with learning management systems, and examples of training material, reports or gap analyses you have produced. Mention your advanced Excel and PowerPoint skills and any coaching results you can describe factually. Keep your CV clear, and make sure your contact details are up to date.
After you apply through the original listing, the recruiter reviews applications and contacts shortlisted candidates. If you are shortlisted, expect questions about your training delivery, your handling of struggling agents and your use of systems and reporting. Keep a copy of your application and note the job reference, 2610401, for follow-up.
This page is for information only and is not a job offer. The salary is undisclosed, the role is permanent and is offered as East London onsite or South Africa remote, and the listing was posted on 28 October 2026 with an expiry of 19 days from posting. Details such as duties and requirements are as stated in the original listing, and the final terms are confirmed by the employer or recruiter during the hiring process.
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This listing was originally posted by Datafin — your application opens on their original job advert.
Apply on Datafin's website →