Learning and Development Facilitator

Are you passionate about developing others and inspiring growth? We are looking for a motivated and dynamic Learning and Development Facilitator to join our team. This role focuses on delivering and developing internal operational training aimed at enhancing the skills of both contact centre agents and management. Reporting to the Lead:
Learning and Development, the successful candidate will not only facilitate learning but also support our learnership programmes, conduct employee training needs analysis, and manage training administration.

Key Responsibilities:

• Conduct a training needs analysis in conjunction with departmental stakeholders and collate the annual training plan

• Facilitate business orientation, deliver technical training, and manage new employee intakes within the Contact Centre

• Deliver and evaluate training using various learning methodologies

• Design, develop, maintain, and update training operations materials

• Oversee learnership implementation, rollout plan, monitor and report on learner progress

• Record and report on training attendance, assessment results and learner feedback

• Build and maintain strong relationships with internal business stakeholders

• Assist in the creation, development, and maintenance of learning content and frameworks within the Learning Management System (LMS), ensuring material is current, user-friendly, and aligned with business needs.

Competencies:

• Strong facilitation and presentation skills

• Resilient to change, cope under pressure, be able to multi-task and handle several different projects

• Creative and innovative thinking ability to keep things fresh

• Excellent interpersonal skills and ability to communicate on all levels

• High attention to detail and ability to work under pressure, while delivering quality work