Contact Centre Senior Training Facilitator at Hollywoodbets

Responsibilities

• We have amazing opportunities for a Contact Centre Senior Training Facilitator to be based in Umhlanga, Durban. Do you think you have what it takes to be our newest Purple Star?
• The successful candidate will be responsible for supporting the Contact Centre Training Manager by identifying training needs, delivering effective training programmes, and evaluating their impact.
• The role includes facilitating training and development initiatives to improve individual and organisational performance, while supporting a team of Contact Centre Training Facilitators through effective guidance, analysis, and reporting to ensure optimal performance.

You Bring:

• Relevant qualification or studying towards one
• Minimum 1 year training experience
• Valid driver’s license

What You’ll Do For The Brand:

• 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 utilizing 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.
• Monitor the e-learning programmes and initiate remedial training.
• Monitor the Have You Say Survey and initiate required action.
• 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.
• 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.
• Ensure that each new Team Leader in the Contact Centre undergoes a complete Induction.
• Be involved in the selection of Training Facilitators.
• Train and mentor new Training Facilitators and assess the performance of experienced Training Facilitators.
• Assess Contact Centre Training Facilitators Training interventions and their Observations in the Contact Centre.
• Assist the Contact Centre Training Manager with development of relevant Standard Operating Procedures, Training Procedure Manuals, Guides, or Course Materials. (e.g. handouts or videos). This includes contribution to the development of our e-Learning Moodle training for Contact Centre.
• Willing to travel as/when required.
• Willingness to work weekends, public holidays and nights when required.

What You’ll Bring To The Team:

• Strong communication skills (verbal and written).
• Ability to create cohesion in the team and collaborate.
• Advanced facilitation and learning design skills.
• Strong project management and problem-solving skills.
• Strong analytical and strategic skills.
• Demonstrate the ability to pay attention to details and strong presentation skills.

Apply Before 05/07/2026