Training and Development Specialist
5 days ago
Job Overview: As a key member of our team, you will be responsible for creating and delivering engaging training programs that equip our staff with the necessary skills and knowledge to succeed in their roles.
Key Responsibilities:
- Develop and implement training programs aligned with business objectives
- Conduct training sessions, including induction, product knowledge, customer service, systems training, and compliance training
- Assess training needs and develop training materials, manuals, and e-learning content
- Facilitate workshops, role-plays, and interactive training sessions to enhance learning experiences
- Monitor and evaluate training effectiveness
- Collaborate with team leaders and managers to identify training gaps and recommend solutions
- Support continuous learning and development initiatives through coaching and refresher training
- Maintain accurate training records, reports, and documentation for audit and compliance purposes
Requirements:
- Bachelor's degree in Human Resources, Education, Business Administration, or a related field (preferred)
- Certification in Training & Development and/or Adult Learning is advantageous
- Minimum of 3 years of experience as a trainer or facilitator, preferably in a contact centre environment
- Experience in developing training programs and instructional materials
- Knowledge of customer service principles, call centre operations, and industry best practices
- Strong facilitation and presentation skills
- Excellent communication and interpersonal skills
- Ability to engage and motivate learners
- Proficiency in using learning management systems (LMS) and e-learning tools
- Analytical skills to assess training effectiveness and improve programs
- Adaptability to changing business needs and training methods
- Strong organizational and time management abilities
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