Job Description

:

Learning Specialist

Location - Waterfront, Cape Town

Working Pattern - 40 Hours per week

Contract Type - Permanent
Why work for Foundever?

At Foundever 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.
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 associates experience journey.



We advocate a People First approach throughout our business with Customer Service as our area of expertise. Your role is to deliver 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 experiences 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 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 and existing team members as and when required Provide coaching and feedback to trainees as part of their classroom learning experience Maintain training records and scores achieved Develop/implement training programs for contact centre associates Conduct complex training classes 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 communications skills Ability: Good numeric and verbal reasoning skills and excellent presentation skill Critical thinking: Effective problem-solving skills and excellent analytical and judgement skills Handling: Ability to demonstrate the interpersonal skills necessary for client contact Background: A clear criminal background check Education: Minimum Grade 12 3 years training/facilitator experience required within the BPO sector * Facilitators + Accessor training courses desirable