Skills Coach - Product Support
Listing reference: track_001714
Listing status: Online
Apply by: 7 July 2026
Position summary
Industry: IT & Internet
Job category: Call Centre and Telesales
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the Services of a Skills Coach in the Call Centre, Product Support Department, based at the Head Office in Johannesburg . The Skills Coach will be responsible for monitoring, evaluating and recording effective training activities. Design training material to help develop or improve job-related skills.
Job description
- Initiation/onboarding of new recruits in the work environment
- Ensure that workplace is setup for new users with the appropriate access
- Liaise with training, QA; skills coaches & managers across various business units for new product launches; system updates; cross skilling of staff etc.
- Upkeep of skills gaps, reports and staff progress against skills matrix
- Assessment of skills and reporting of results for developmental purposes
- Delivery of training on the Company/Contact Centre strategy as defined
- Development of training and educational programs for the individuals and teams according to the gaps identified and optimizing of system efficiencies; cost reduction & customer service delivery
- Design learning programme frameworks that are fit for purpose and meet stakeholder requirements & recommend suitable development interventions to address any skills gaps identified
- Research content of learning programmes and other learning interventions in consultation with subject matter experts & align the content to improve customer service delivery and efficiencies
- Develop and implement a training plan that ensures attainment of goals and efficiencies
- Engage with the learning and development team to assist with internal training programmes
- Motivate and inspire learners by using appropriate learning resources
- Ensure all department SOPs are aligned to the ISO9001 framework
- Participation in department sales drives
- Training to external parties/intermediaries including regional staff
- Involvement in new projects rollouts – understanding the scope of the project; compiling/documenting standard operating procedures and training manuals where applicable and facilitation of training sessions
- Call listening & coaching (including side by side coaching) of agents
- Calibration sessions to improve call quality
- Sales training to increase lead to contract conversions
- User acceptance testing for new products and system integration
- Managing the e-Learning platform
- Involvement in adhoc projects
Minimum requirements
- Matric
- 3 Years Contact Centre experience of which at least 18 months should be Tracker Contact Centre specific
- Previous training; coaching or buddying experience advantageous
- Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material - advantageous
- Proficient in Microsoft Office suite
- Strong understanding of customer service; sales; QA & training process
- Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
- Deadline driven and adherence to schedule
- Knowledge of Processes: (Departmental specific e.g. Contracting; iEvolve etc.)
- Excellent Tracker System, Product & Interdepartmental Knowledge
- Logical thinking
- Able to work independently
BENEFITS:
Medical aid, Provident fund
Please note, if you are not contacted within 4 weeks consider your application unsuccessful.