Learning & Development Facilitator (Offshore BPO)

• Grade 12.
• Training/Facilitator Qualification.
• Proficient in MS Office and MS Outlook.

• 5+ years' experience as a Training Facilitator.
• Prior work experience in the BPO/ KPO/ ITES space with international customers.
• Experience in a 24/7 call center environment is essential.
• Extensive and proven working knowledge of all elements of the training cycle.
• Working knowledge of and exposure to best practice in Learning & Development, incl. relevant labour legislation.
• Legislation and Human Resource practices, policies, and procedures.
• The proven ability to design & develop outcomes-based learning Programmes using a variety of adult learning.
• Methodologies and software tools.
• The proven ability to analyse and design learning solutions to a variety of people-driven-business challenges.
• Thorough research and innovation.
• The proven ability to produce insightful L&D reports.
• Working knowledge of the QCTO framework & Seta ETQA requirements.
• Working knowledge of Call center operations & various systems.

• Knowledge and understanding of all Training practices; Human Resources practices and Training Methodologies.
• Exposure to Training material design and development.
• Proven ability to compile and analyze Training Data - attention to detail; data integrity management; confidentiality.
• Report writing using various MS Office applications (i.e. MS Excel, MS Word & MS Power Point).

• Presenting and Communication Information.
• Working with People.
• Adhering to principle and values.
• Coping with pressure and setbacks.
• Relating and Networking.
• Delivering Results and Meeting Customer Expectation Adapting and Responding to change.

• Facilitation of Leadership & Behavioral, Technical, and business specific/customized Programmes.
• Assisting and providing input into the identification of operational Learning and Development needs.
• Manage complex relationships with global and local stakeholders and business partners in an environment with continuous high-volume changes and innovation, short deadlines and high business impact using coordination, project management and organization skills applicable to all aspects of the role.
• Apply adult learning principles to help design and develop training as well as perform needs and task analysis, scope projects, and evaluate existing documentation to identify the most appropriate training approach and content to meet the learning needs and support the achievement of their performance-based objectives.
• Comply with all policies and processes to facilitate internal productivity and co-operation and ensure that the campaign's external reputation is not compromised.
• Conducting Learning and Development Assessments and/or Moderation.
• Evaluating the impact of learning and determining ROI on Learning interventions and activities.
• Quality assurance of learning material, processes, and activities to ensure continuous improvement.
• Compiling and submitting Learning & Development data/reports.

Nutun