Fidelity Services Group Call Centre Jobs in Midrand
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Overall Purpose of the Job:
We are looking for a dynamic Training Specialist to develop and deliver high-impact training programs in a fast-paced environment. If you have a passion for coaching, and driving business results, this is your opportunity to make a difference!
Key Responsibilities:
- Deliver technical product, sales, objection handling, sales pipeline management training and customer?centric training to enhance agent performance.
- Coach and mentor teams to elevate service quality and efficiency.
- Continuously improve training strategies and materials aligned with company SOPs inline with the ISO9001 standards
- Ensure teams provide accurate, courteous, and consistent customer service.
- Act as a subject matter expert, driving knowledge excellence.
- Measure training effectiveness and support performance improvement.
- Collaborate with divisional managers to optimize processes and training.
- Conduct refresher courses and manage knowledge checks.
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Minimum Qualifications and Experience:
- Bachelor’s degree in human resources/management, Training or Development or any related area.
- Relevant Training Qualification
- Listener (software) experience - advantageous
- Call Centre experience - advantageous
- Security or Operations management experience
- Minimum 3 years relevant experience in the role is required
- Computer literate skills
- Solid experience with Microsoft Office
- Experience in security industry will be advantageous
- Code 08 Driver's License
Behavioral Competencies:
- Critical thinker with innovative problem-solving skills
- Familiar with traditional and modern training processes
- Strategic and creative mindset
- Growth mindset
- Excellent organisational and time management skills
- Very good command of the English language
- Meticulous attention to detail
- Good project management skills
- Communicate effectively with diverse personalities.
- Delivering results and meeting customer expectations
- Coping with pressure and setbacks
- Adapting and responding to change
- Relating and networking
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