Learning & Development Facilitator
1 week ago
**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.
3. 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
Qualifications and Experience
- Preferred but not limited to: OD-ETDP Qualification at NQF5 level/ B-Ed Qualification
- Knowledge of Contact Centre operations and procedures is highly valued with
approximately 2 years’ experience as Learning Facilitator and/or coaching and mentoring
agents or team members, and/or providing on-the-job training or support to new hires in
an operations environment, ideally in a Contact Centre environment
- Must be proficient in MS Word, MS Excel, MS Outlook, MS PowerPoint
- Must have a good understanding of Adult Learning principles and methodologies
technology enabled approaches as well as the ability to evaluate learning impact
- Working knowledge and utilisation of training management and learning systems (e.g.
Sage, Udemy, Moodle, TypeForm, SurveyMonkey)
**Pepkor Payments and Lending is committed to creating equal employment opportunities.
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