Purpose of the Role

The Contact Centre Learning & Development Specialist is responsible for improving the capability and performance of predominantly EasyPay Everywhere’s contact centre and branch-based teams.
This role identifies training needs, designs and delivers impactful learning interventions, and supports the rollout of new products, systems, and processes.

The incumbent will drive continuous learning and quality improvement through coaching, feedback, and structured training — ensuring that all customer-facing employees deliver excellent, compliant, and consistent service aligned with Lesaka’s standards.

Key Responsibilities

Training Needs Analysis & Planning

• Continuously assess contact centre and branch learning needs through call listening, performance reports, quality assurance feedback, and manager input.
• Identify knowledge and skill gaps across individuals and teams.
• Develop and maintain a rolling training plan aligned with business priorities, product launches, and performance insights.
• Collaborate with Contact Centre Management and L&D to prioritise interventions.
  

• Training Design & Delivery

• Design and deliver engaging learning experiences for contact centre and branch staff — including new hire training, refresher sessions, and product updates.
• Use a mix of delivery methods (in-person classroom, virtual, one-on-one coaching, huddles, microlearning, etc.) to ensure impact and retention.
• Ensure all materials are learner-friendly, aligned to company branding, and accessible.
• Facilitate onboarding sessions for new employees and provide training support during system or process changes.
• Evaluate learning outcomes and measure effectiveness against performance metrics.
  

• Coaching & On-the-Job Support

• Conduct side-by-side or virtual coaching sessions with contact centre agents.
• Listen to live or recorded calls to provide structured, constructive feedback.
• Develop individual development plans for underperforming agents.
• Recognise and reinforce positive performance through feedback and best practice sharing.
  

• Product & Change Readiness

• Coordinate and deliver training on new products, system upgrades, and process changes.
• Ensure employees are informed, confident, and compliant before new initiatives go live.
• Act as a learning representative in business change and product rollout projects.
• Partner with Product and Operations teams to translate technical information into learner-friendly content.
  

• Training Administration & Logistics

• Schedule training sessions, book venues, arrange materials and resources.
• Track attendance, maintain training records, and ensure all compliance-related learning is up to date.
• Provide regular reports and insights to management on training attendance, completion, and impact.
  

• Learning Content Development

• Develop or adapt training materials, presentations, guides, and e-learning modules to suit target audiences.
• Ensure all materials reflect brand identity and align with the Lesaka Learning and Development standards.
• Use technology tools such as Microsoft PowerPoint, Forms, Teams, and LMS platforms to enhance learning delivery.

Key Competencies

• Strong facilitation, coaching, and presentation skills
• Excellent verbal and written communication skills
• Ability to translate complex information into simple, engaging learning content
• High attention to detail and strong organisational skills
• Customer-centric mindset
• Comfortable using technology and learning systems (LMS, MS Teams, etc.)
• Empathetic and adaptable — able to work with staff at all levels

Minimum Requirements

• Grade 12 (Matric) – essential
• Relevant tertiary qualification in Training, HRD, or related field – advantageous
• ETDP SETA or equivalent train-the-trainer certification – advantageous
• Minimum of 1 year experience in a training or coaching role within a contact centre environment
• Proven experience in designing and delivering training content
• Strong understanding of contact centre systems, operations, and customer service principles
• Experience in using Learning Management Systems (LMS) and Microsoft Office tools