Customer Services Training Facilitator

The Customer Services Training Facilitator equips the Customer Services Team with the knowledge and skills needed to meet customer service goals. This role develops training plans based on real-time data, quality assessments, and performance trends, ensuring effective delivery and addressing team and individual needs. They conduct ongoing training sessions, coaching, and evaluations to prepare agents for exceptional interactions, while also developing content for new products and updating knowledge resources. Supporting the QA team in process enhancements, the facilitator acts as a key link between the Customer Services Team and the Customer Service QA & Training Manager, driving continuous service improvement.

Maintain high-quality standards for training to ensure effective customer service development. Align training efforts with goals to optimise Customer Services Agent performance. Utilise diverse training methodologies and tools to maximise learning effectiveness. Conduct ongoing training needs analyses in collaboration with the Quality Assurance Team and Contact Centre Leadership. Ensure compliance with accreditation standards for training materials while partnering with relevant teams and stakeholders. Assess training effectiveness through feedback and make timely improvements to content and approach. Address concerns about learners at risk of not fulfilling their roles, escalating to Customer Service Managers and Team Leads when necessary. Execute training sessions for new hires, processes, or initiatives, ensuring all materials are current. Identify knowledge and skill gaps through training assessments and operational observations. Provide continuous feedback from call listening to Customer Service Managers and Team Leads for improvement. Report training insights and metrics to Contact Centre Leadership for informed decision-making. Coordinate logistics for the operational training schedule, including systems setup and materials. Assist in developing plans for all roles within the Customer Services environment. Train Agents to ensure their readiness for full-function Customer Service performance. Keep training materials updated through the Knowledge SharePoint portal and CRM system. Research best practices in learning and development to enhance training experiences and outcomes. Facilitate eLearning sessions and conduct in-person training to promote a positive learning environment. Develop proficiency assessments to gauge learners understanding and readiness. Maintain accurate training registers and surveys, recording interventions, attendance, and feedback.

Matric Grade 12. Diploma/Certifications/Accreditations in Communications, Learning and Development, or equivalent.

+3 years in training facilitation or design and delivery, specifically in an operational customer services or retail environment. Demonstrable experience in operational development needs of large teams and achieving improved service levels. Experience in applying observational agent assessments and integrating various data sources to design targeted training interventions that enhance customer service levels.

Familiarity with training design and development templates and toolkits. Proficiency in MS Office 365, particularly intermediate Excel skills. People knowledge/skills development orientated thinker with strong practical training design and execution. Creative ‘learning experience aptitude with a passion and excitement for development - see the potential and value that meaningful learning experiences can have for the business and our customers. Detailed, organised and quality focused - Has an affinity for detail, structure and efficiency, balancing planning, and execution. Is diligent and vigilantly watches over work processes, tasks, and outputs to ensure accuracy while independently actioning and correcting any quality concerns. Communicator and presenter - Can confidently explain and simplify complex technical or process orientated concepts and their real-world advantages/disadvantages to a diverse business audience. Able to compile visual training materials and aids that tells a concise and compelling story and elicits confidence in the learning and development process. Collaborative partner - Works effectively across functions and as part of a multi-disciplinary team. Is collaborative and able to build sound, professional relationships with internal and external stakeholders. Ability to work under pressure and under tight time constraints, efficiently prioritising workloads, balancing multiple and competing priorities and managing time effectively in a high-volume, fast-moving environment. Enjoys challenging work and has the proven ability to effectively adapt to and manage change. Is curious and adaptable, finds agile and rapid ways of answering business questions and implementing solutions fast. Plays an integral role in building the Customer Services learning & development muscle, constantly finding ways to leverage opportunities. High level of self-motivation and drive to meet and exceed on goals and expectations and engage and energise others to deliver on expectations. Comfortable taking decisions and dealing with a range of problem-solving challenges independently.

Information :

• Company : Shoprite Group
• Position : Customer Services Training Facilitator
• Location : Brackenfell, Western Cape
• Country : ZA