Learning Specialist

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We are looking for an experienced contact centre trainer to support the continued growth and expansion of Foundever™ Cape Town!

WHY FOUNDEVER™?

At Foundever™, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from YOU!

WHAT YOU’LL BE DOING

As a Learning Specialist, our people are your customers. You play a pivotal part in delivering and planning great learning experiences to support the associate experience and journey.

We advocate a People First approach throughout our business with Customer Service as our area of expertise. Your role is to delivery an exceptional training experience for both soft and product skills specific to the client requirements ensuring that the importance of customer service is at the core of your sessions.

ABOUT YOU

It is also important that you are experienced in leading classroom led training sessions and you are empathetic, patient and have strategic vision and foresight to effectively deliver in a fast paced and changeable environment.

It is essential you have passion for people and customer service in order to create an environment for success.

You will be a key team member responsible of attending important operational meetings to plan, organise resources and maintain the training schedule.

KEY RESPONSIBILITIES:

• Deliver soft skill and product training to newly recruited Foundever employees across campaigns, as defined by Foundever and our Clients, towards internal certification
• Identify gaps in existing training material and structure and proactively update, maintain and offer solutions
• Assist the Learning Manager and campaign owners to identify learning gaps and identify learning solutions
• Create standalone training modules for new or existing team members, as and when required
• Provide coaching and feedback to trainees as part of their classroom learning experience
• Develop/implement training programs for contact centre associates
• Develop evaluation and validation instruments to collect and interpret data, assessing organisation needs and training program effectiveness.
• Provide support in the development of training material when needed and appropriate.
• Provide Grad Bay support to new hires when not conflicting with delivery commitments
• Work with business to ensure process updates are reflected in training

YOUR PROFILE AND EXPERIENCE

Training: At least 2 years’ experience working in an environment where you deliver classroom led training sessions.

Expertise: Previous experience working in a call centre environment is essential.

Communication Skills: Excellent telephone, computer/keyboard, verbal and written communication skills.

Ability: Good numeric and verbal reasoning skills and excellent presentation skills

Critical-thinking: Effective problem-solving skills and excellent analytical and judgment skills.

Handling: Ability to demonstrate the interpersonal skills necessary for client contact.

Background: A clear criminal background check.

Education: Minimum Grade 12.

KEY POINTS

Salary: Up to 19,500 ZAR per month (basic salary, paid in arrears), dependent on experience

Benefits: Medical aid and pension

Location: V&A Waterfront, Cape Town, 8001

Contracted Hours: 40 hours per week

Contract Duration: Permanent

Apply Now! We look forward to reviewing your application.

Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

[ever] creative. [ever] committed. [ever] connected.

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