Trainer

Role Purpose:

• Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
• Infinity Services Partner Company is looking for a Trainer
• Responsible for scheduling and conducting training sessions for both new and experienced Call Centre agents and supporting employees to keep productivity up.

Your responsibilities will include:

• Developing Call Centre’s education materials, such as digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding experience techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various Call Centre topics to prepare and support new employees.
• Training existing employees on new or updated products & services to improve their performance.
• Observing the daily operations of Call Centre employees and identifying any areas of improvement.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Conduct Training needs analysis/identification that can help improve performance.
• Conduct regular PKT’s to ensure employees are abreast of all products.
• Provide insight on trends identified through dipsticks.
• Conduct new hire training

The ideal candidate for this role will have:

• Technical / Professional Expertise 
• All Supplier trainers must have a training qualification such as ODETDP (NQF level 5) or minimum of 5 years training experience. 
• All Supplier trainers will need to have the Vodacom accreditation before being permissible to train.
• The trainers will need to ensure they adhere to the monthly/quarterly or bi-annual “Train-the-Trainer” sessions to retain the Vodacom accreditation (Vodacom Products and Services)
• 2+ years of training experience
• Additional certification in business leadership, eLearning software, or adult education and training will be an advantage.
• Familiarity with learning management systems
• Proficient in Microsoft office
• Knowledge of training techniques and customer service best practices
• Strong teaching abilities and mentoring skills. 
• Ability to provide leadership to personnel in a fast-paced and high-pressured work environment.

Job Knowledge:

• Knowledge of Telecommunication landscape
• Sound Knowledge of Call Centre Operations
• Sound knowledge of Microsoft (Word, Excel & PowerPoint)
• Sound knowledge of Project Management
• Sound Knowledge of the Sales environment
• Basic Knowledge of Converged & Fixed products
• Basic Knowledge of Telecommunication products and service
• Sound Knowledge of Account Management Principles
• Sound knowledge of Service Level Agreements 
• Fault management experience (advantage)
• Sound Business Acumen

Job Related Skills:

• Excellent facilitation skills
• Excellent PowerPoint and Excel skills
• Ability to Coach staff
• Innovative approach to training
• Understanding of adult learning principles

Competencies:

• Interpersonal and communication skills
• Strong mentoring abilities   
• Excellent verbal ,written and negotiation skills
• Able to motivate and coach others
• Agile in Adapting to Change
• Develop people capability
• Quality Focussed
• Conflict management

Other training Requirements

• Strong understanding of front-line agent expectations
• Good communication, interpersonal, and conflict resolution skills.
• All Supplier trainers will need to have the Vodacom accreditation before being permissible to train.
• The trainers will need to ensure they adhere to the monthly/project “Train-the-Trainer” sessions to retain the Vodacom accreditation

Closing date for Applications: 13 June 2025.

The base location for this role is, Cape Town.

The company approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Infinity Services Partner is committed to an organizational culture that recognises, appreciates and values diversity & inclusion.