Trainer

About the position

?? Job Specification: Telephony Systems Trainer

Location: Johannesburg (Sandton)
Contract: 6-Month initial
Travel: Required as needed to various branches

Role Overview
We are seeking a Telephony Systems Trainer to join on a six-month contract. This role is focused on delivering telephony systems training to call centre businesses within a project environment. The successful candidate will ensure effective adoption of new systems and processes, supporting businesses during and after implementation.

Key Responsibilities

• Deliver telephony systems training to call centre teams.
• Customise training material to suit business requirements.
• Provide process training where required.
• Offer training support during and post-implementation.
• Drive successful system adoption through effective facilitation.

Qualifications & Experience
Required:

• Matric.
• Relevant industry qualification or accreditation (e.g., IISA).
• Strong understanding of contact centre processes, SLAs, quality management, and workforce management.

Advantageous:

• ETDP Qualification and/or Accreditation (Train the Trainer, Assessor, Moderator, Verifier).
• 5-7 years' experience in banking or financial services.
• 1-2 years' experience in Learning & Development (design, facilitation, evaluation).
• Knowledge of NiCE telephony systems - beneficial
• Report writing experience.

Skills & Knowledge

• Familiarity with call centre operations and financial services industry practices.
• Knowledge of short-term insurance products, services, and policies.
• Understanding of Learning & Development legislative frameworks (SAQA/NQF, FSC, COGP).
• Strong facilitation and client engagement skills.
• Organisational awareness and interpersonal sensitivity.
• Advanced computer literacy (MS Office).
• Excellent communication skills (English & Afrikaans).

Competencies

• Strong communication and interpersonal skills.
• Problem-solving and analytical thinking.
• Client focus and relationship building.
• Planning, organising, and delivering results.
• Ability to apply expertise and technology effectively.
• Continuous leadership and adaptability.

If you meet these requirements and would like to apply, please send a copy of your cv

Desired Skills:

• Training
• systems
• telephony
• Facilitation

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Grade 12 / Matric