Facilitator: Learning and Development at TFG (The Foschini Group)

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