Learning & Development Facilitator

**ABOUT THE ROLE**

The L&D Facilitator is dynamic and dedicated individual who will play a pivotal role in enhancing the skills and knowledge of individuals within our call centre environment and beyond. The L&D Facilitator will be instrumental in designing, delivering, and evaluating comprehensive training programs that empower our staff to excel in their roles. This role offers an exciting opportunity to shape the learning journey of our employees and contribute to the overall success of Nimble.

This position is based in our Woodstock, Cape Town branch.

**KEY RESPONSIBILITIES**

Under the management / direction of the Head of Organisational Development, you will have the following responsibilities (including but not limited to):

- Collaborate closely with Learning and Development Management to identify training needs, goals, and objectives within the Nimble environment.
- Design, develop, maintain and deliver engaging training content that aligns with the specific requirements of call centre operations and general corporate coaching, focusing on areas such as customer service, communication skills, conflict management, product knowledge, and problem-solving.
- Utilise a variety of instructional techniques and delivery methods, including workshops, role-playing, simulations, e-learning modules, and on-the-job training, to cater to diverse learning styles.
- Conduct training sessions that are interactive, informative, and results-oriented, ensuring that participants are equipped with the necessary skills to excel in their roles.
- Evaluate the effectiveness of training programs through assessments, surveys, and feedback mechanisms, and make continuous improvements based on data-driven insights.
- Provide individual coaching and mentoring to employees, identifying areas for improvement and offering tailored guidance to enhance performance.
- Reporting on training conducted
- Stay updated on industry trends, best practices, and emerging technologies in call centre operations and training, and integrate relevant insights into training programs.
- Collaborate with cross-functional teams to ensure training materials are up-to-date, accurate, and aligned with business objectives.
- Foster a positive learning culture by creating an inclusive and supportive environment that motivates employees to take ownership of their learning and development.
- Assess competence of learners after each training intervention, to determine competence/readiness and provide for necessary remedial action where required.
- Contribute to the development and maintenance of learning material (product, system, procedure/best practice and skills).
- Complete administration duties assigned to the facilitator.

**REQUIREMENTS**:

- ETDP Certificate and / Facilitation and Assessor qualification
- A minimum of 3 years working experience in a similar role
- Experience in coaching
- Excellent verbal and written communication skills.
- Excellent interpersonal, facilitation, presentation and coaching skills.
- Sound understanding of assessment and facilitation principles and practice.
- Demonstration and understanding of the higher education structure of South Africa/SETA knowledge.
- Attention to accuracy and detail (in terms of quality work delivered and reporting).
- Strong knowledge of the DCC Act, National Credit Act and Prescription Act is a bonus.
- Intermediate computer literacy with focus on MS Excel, MS Word and MS PowerPoint
- Experience within the contact centre environment is preferable

**COMPETENCIES / SKILLS**:

- Adaptability
- Empathy
- Problem-Solving
- Collaborative Spirit
- Technology Proficiency
- Time Management
- Feedback and Improvement
- Motivational Skills
- Displays ownership of role

**WORKING HOURS**:
You will be required to work a maximum of 45 hours per week, Monday - Friday.

**REMUNERATION STRUCTURE**:

- Monthly salary
- Benefits at the full cost to the Employer;
- Funeral Cover (at the full cost of the employer)
- Life Cover (at the full cost of the Employer)
- Disability Cover (at the full cost of the Employer)

**_ONLY APPLICANTS WHO MEET THE MINIMUM REQUIREMENTS MAY BE SHORTLISTED FOR AN INTERVIEW_**

This appointment will be made in line with the Nimble Group Employment Equity Plan.