Skills Coach - Retentions
Listing reference: track_001583
Listing status: Online
Apply by: 19 February 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, Retentions 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
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Initiation/onboarding of new recruits in the work environment
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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.
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Upkeep of skills gaps, reports and staff progress against skills matrix
•
Assessment of skills and reporting of results for developmental purposes
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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
•
Ensure all department SOPs are aligned to the ISO9001 framework
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Participation in department sales and retention drives
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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
•
User acceptance testing for new products and system integration
•
Utilization of Tracker’s e-Learning platform
•
Involvement in adhoc projects
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
•
Ensure all department SOPs are aligned to the ISO9001 framework
•
Participation in department sales and retention drives
•
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
•
User acceptance testing for new products and system integration
•
Utilization of Tracker’s e-Learning platform
•
Involvement in adhoc projects
Minimum requirements
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Matric
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3 to 5 Years Contact Centre experience of which at least 24 months should be Tracker Contact Centre specific
•
Previous training; coaching or buddying experience advantageous
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Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material - advantageous
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Proficient in Microsoft Office suite
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Strong understanding of customer service; sales; QA & training process
•
Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
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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
Matric
•
3 to 5 Years Contact Centre experience of which at least 24 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