Skills Coach - Installation Services

Installation Services division is seeking a dynamic Skills Coach to support continuous improvement in service delivery, staff development, and operational excellence. The successful candidate will be responsible for coaching, training, user acceptance testing and supporting team members in high-pressure, time-sensitive environments. This role is pivotal in ensuring that the team maintains exceptional standards in customer service, system usage, and adherence to protocols.

• Collaborate weekly with the Management Team to identify performance trends and service gaps.
• Propose and implement targeted training interventions to address identified gaps.
• Conduct regular on-the-job coaching and mentoring to reinforce best practices.
• Identify areas of improvement within the department to improve customer experience.
• Develop and facilitate training programs tailored to Installation Service's needs.
• Identify potential risks to the business within the various processes utilised.
• Provide support to the Training officer in the Facilitation of the Training Programs.
• Compile monthly knowledge assessments aligned with Installation Services processes, systems or any gaps identified.
• Participate in special projects and act as a change agent for strategic initiatives. (Example; Change agent for Hambanathi project).
• Provide process guidance and ensure compliance with SOPs and emergency protocols.
• Draft and present management reports on training outcomes and team performance.
• Monitor and evaluate training effectiveness and recommend improvements.
• Ensure all project deadlines are met.
• Matric
• Minimum 3 years Contact Centre experience of which at least 18 months should be Tracker Contact Centre specific.
• Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material (advantageous).
• Experience in coaching, mentoring, and training (advantageous).
• Strong knowledge of Tracker systems, products and Installation services protocols.
• Experience with User Acceptance Testing (UAT) is advantageous.
• Proficient in Microsoft Office suite.
• Excellent administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills.