Job Description

Join our CP360 Family, today!

Join Our Canadian-Inspired Team in Durban: Embrace Excellence Together!

Who We Are:

At

ContactPoint 360

, we put people first. As a global customer experience company, we partner with top brands to deliver outstanding service through meaningful interactions. Our Durban team is growing, and we're looking for passionate, people-focused individuals who thrive in a fast-paced, hospitality-driven environment.

The Opportunity:

ContactPoint360 is seeking someone that thrives on creating, documenting, sharing, and teaching various topics related to contact center soft skills and client specific training. CP360 Trainers are passionate about teaching and appealing to different learning styles, answering questions, and providing engaging presentations. You know how to work the room by making each member of our team feel important and you aren't afraid to adapt based on trainee needs.


Most of your time will be spent in a training room facilitating training. Additionally, there are administrative responsibilities such as updating trainee's information and performance on our HRIS system and various excel spreadsheets. In this role, you also to monitor calls to identify additional training opportunities.


The ideal candidates for this role should have great rapport building, listening and problem-solving skills. If this sounds like you, we'd encourage you to apply now!

What You'll Do:

Key Responsibilities

Training Delivery

Conduct new hire training, including communication skills, product/process knowledge, tools training, and soft skills. Facilitate cross-training and upskilling sessions for existing employees. Use a variety of training techniques (classroom, virtual, role-play, simulations, e-learning) to enhance engagement and retention. Assess trainee progress through quizzes, assessments, and performance evaluations.

Training Content Development

Develop and maintain training materials such as manuals, SOPs, job aids, and e-learning modules. Partner with SMEs and operations teams to update content based on process changes or client requirements. Ensure training content is aligned with quality and compliance standards.

Performance Support

Conduct coaching sessions and refresher training based on performance trends. Provide feedback and recommendations to supervisors on trainee performance. Support nesting/floor training to help newly trained agents transition into production.

Reporting & Documentation

Track attendance, assessment scores, certification results, and training completion records. Prepare training reports and share insights with leadership and stakeholders. Maintain compliance with company and client documentation standards.

Continuous Improvement

Analyze training feedback and performance metrics to identify gaps and improvement areas. Recommend new training methodologies and tools to enhance effectiveness. Ensure training programs support organizational goals, client KPIs, and service standards.

What You Bring:

Matric and any related qualifications/accreditations Minimum of 3 years' experience Proficiency in English- High Level (as a first language) Prior experience as a Trainer in a BPO/contact center environment. Strong presentation, facilitation, and communication skills. Proficiency in MS Office and learning tools (LMS, virtual training platforms). Ability to manage large groups and adapt training style for diverse learners. Ability to work night shift hours and commence December/January

What We Offer:

Competitive remuneration package Comprehensive training and professional development opportunities A stable, structured, and supportive work environment

Location:

This is an

on-site position

based at our Durban- Mount Edgecombe Offices.

Why Join Us?

A people-first company culture A modern and collaborative workspace Career development opportunities

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.

As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We're not just a service provider--we're a partner in driving real results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people--it's in our DNA.


Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed--they're essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients' customers into loyal advocates for life.


Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ

Location:

This is an

on-site position

based at our Durban- Mount Edgecombe Offices.

Why Join Us?

A people-first company culture A modern and collaborative workspace Career development opportunities

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.

As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We're not just a service provider--we're a partner in driving real results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people--it's in our DNA.


Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed--they're essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients' customers into loyal advocates for life.


Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ