Facilitator: Learning and Development

Position Description:
An exciting position exists within the Financial Services Credit Operations department for a self-motivated and assertive individual to lead, manage and guide the training and assessment of all new hires and existing staff within a fast-paced contact centre environment.
Working for TFG means; working with highly talented professional individuals, who are passionate about collaboration, creativity and working towards successful customer experiences.
Your responsibilities would include:

Induction for new recruits
Providing key data and metrics for monthly training reports for management forums
Ensuring training encompasses compliance standards ’ legislative requirements and that agents are aware thereof and trained to adhere to and meet agreed quality benchmarks
Coaching and reinforcement of theory and practical training
Create and develop relevant, appropriate training material and assessments
Ensuring that assessment reports are analysed ’ compiled timeously and accurately to provide feedback on individual trainees
To ensure that company and department policies, procedures and compliance aspects are adhered to during training
Monitoring and perform on-going evaluation of training quality and continue assessing effectiveness of training provided
Ensuring design standards are defined, measured, analysed, improved and controlled for every learning intervention
Delivering key training projects as they arise
Managing all administration and training records
Working closely with business to ensure delivery of best solutions to meet the business need
Planning and managing workload in a flexible manner to meet deadlines
To connect with the client to establish the learning need / requirement; actively facilitating and participating in brainstorming sessions to refine the scope the work and build and design content.

Let’s see how you measure up….

Do you work well under pressure with minimal supervision?
Are you results and process orientated?
Can you take ownership and develop solutions for key business challenges
Do you have the ability to work independently and as part of a team
Are you highly organised and efficient with good time management skills?
Can you liaise at all levels of the business and have excellent business communication skills (oral, written and presentation skills).
Do you eat data for breakfast and are you able to analyse the data?
Can you interpret key legislation BBBEE, Skills Development and Employment Equity?
Are you resilient and have a great deal of emotional competence
Do you have an investigative mind and a confident, energetic personality?
Can you deal with a highly pressurised ever changing environment

The ideal candidate will need:

Matric with any relevant tertiary qualifications in Human Resources
Minimum of +- 2 – 4 years’ experience in within a contact centre environment, specifically focused on financial services industry will be a major advantage
Ideally the person would have Instructional Design experience will be an advantage
Report writing
Ideally the individual will need to have a knowledge of relevant legislations and regulations – BCEA, Labour Relations, POPIA, TCF