Training Facilitator- Contact Centre

Description:

At Star Factory, we believe that learning never stops. It’s more than just ticking boxes; it’s about real growth. We’re looking for a Training Facilitator for the Contact Centre who’s ready to deliver engaging, hands-on training that equips our teams with the skills they need to excel. As the Training Facilitator, you will be responsible for the analysis of training needs in line with operational needs. You will be tasked with designing and conducting training and development programmes to improve individual and organisational performance. We are trusting you to focus on identifying learning needs of our employees and facilitating training initiatives. If you can find the drill of how our Team Members can enhance their skills, come join our Team and be part of the dream. Apply today.

Minimum Requirements:

• Matric.
• Valid driver’s license.
• Minimum 1-year training experience.
• Relevant qualification or studying towards one (advantageous).

Responsibilities:

• Assess training needs through surveys, interviews with Team Members focus groups, in consultation with the Talent Development Manager.
• Ensure that the identified Training Needs Analysis is sent through to the relevant reporting manager.
• Facilitate Training Programmes and/or interventions in line with Workplace Place Skills Plan (WSP), Annual Training Plan (ATP), developmental plans, performance plans and operational requirements.
• Present training interventions utilising a variety of instructional techniques or formats, such as roleplaying, simulations, team exercises, group discussions, videos, and online tools.
• Trains and mentors all Team Members who engage in coaching, mentoring or formal training.
• Conduct ad hoc training related to administration and reports (daily, weekly, monthly).
• Ensure that each new Team Member undergoes comprehensive induction training before commencing with their duties.
• Deliver learning in the blended format, including e-learning, remote virtual classes and classroom training.
• Obtain, organise and distribute the relevant training procedure manuals, guides, or course materials. (e.g. Handouts), notebooks, pens etc.
• Develop effective, comprehensive assessment tools and evaluates the effectiveness of training events using observation tools and surveys.
• Deliver learning in the blended format, including e-learning, remote virtual classes and classroom training.
• Participate in the planning, creation, moderation and implementation of all new and existing training projects and programmes.
• Research and discuss alternative training methods and interventions with the relevant reporting manager.
• Create and maintain a positive and professional learning environment.
• Influence and relate to different cultures and Team Members from different backgrounds and able to adapt training accordingly.
• Willing to travel as/when required.
• Willingness to work weekends when required.
  

Knowledge, Skills and Competencies:

• Communication: Demonstrate strong communication skills, both verbal and written. Use correct voice tone and apply content according to topic appropriateness. Uses voice to create and hold interest. Speaks with positive tone of voice.
• Accountability: Follows through and delivers results in spite of obstacles. Admits to errors and takes corrective action to avoid repetition. Approaches own work with dedication and high sense of responsibility.
• Reporting: Collate and report on information. Account for and verify reporting figures/statistics. Review/analyse reporting statistics and figures to identify trends and make relevant recommendations.
• Attention to Detail: Demonstrate the ability to observe, analyse and comprehend tasks, and identify and correct inaccuracies.
• Training: Proficient in training methodologies, curriculum development and soft skills.

Please note that only applicants who meet the stipulated minimum requirements will be considered.
Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.

Requirements:

• Matric.
• Valid driver’s license.
• Minimum 1-year training experience.
• Relevant qualification or studying towards one (advantageous).

• Assess training needs through surveys, interviews with Team Members focus groups, in consultation with the Talent Development Manager.
• Ensure that the identified Training Needs Analysis is sent through to the relevant reporting manager.
• Facilitate Training Programmes and/or interventions in line with Workplace Place Skills Plan (WSP), Annual Training Plan (ATP), developmental plans, performance plans and operational requirements.
• Present training interventions utilising a variety of instructional techniques or formats, such as roleplaying, simulations, team exercises, group discussions, videos, and online tools.
• Trains and mentors all Team Members who engage in coaching, mentoring or formal training.
• Conduct ad hoc training related to administration and reports (daily, weekly, monthly).
• Ensure that each new Team Member undergoes comprehensive induction training before commencing with their duties.
• Deliver learning in the blended format, including e-learning, remote virtual classes and classroom training.
• Obtain, organise and distribute the relevant training procedure manuals, guides, or course materials. (e.g. Handouts), notebooks, pens etc.
• Develop effective, comprehensive assessment tools and evaluates the effectiveness of training events using observation tools and surveys.
• Deliver learning in the blended format, including e-learning, remote virtual classes and classroom training.
• Participate in the planning, creation, moderation and implementation of all new and existing training projects and programmes.
• Research and discuss alternative training methods and interventions with the relevant reporting manager.
• Create and maintain a positive and professional learning environment.
• Influence and relate to different cultures and Team Members from different backgrounds and able to adapt training accordingly.
• Willing to travel as/when required.
• Willingness to work weekends when required.
  

• Communication: Demonstrate strong communication skills, both verbal and written. Use correct voice tone and apply content according to topic appropriateness. Uses voice to create and hold interest. Speaks with positive tone of voice.
• Accountability: Follows through and delivers results in spite of obstacles. Admits to errors and takes corrective action to avoid repetition. Approaches own work with dedication and high sense of responsibility.
• Reporting: Collate and report on information. Account for and verify reporting figures/statistics. Review/analyse reporting statistics and figures to identify trends and make relevant recommendations.
• Attention to Detail: Demonstrate the ability to observe, analyse and comprehend tasks, and identify and correct inaccuracies.
• Training: Proficient in training methodologies, curriculum development and soft skills.