Learning and Development Facilitator - iTalk at Blue Label Telecoms

Job Purpose

• To design, develop and facilitate learning interventions, utilising a variety of learning methodologies to build knowledge, skills and competencies that enhance individual performance and organisational wide competence at iTalk Holdings. This role will execute these duties in line strategic agenda.

Key Responsibilities

Training Needs Analysis

• Identifying learning needs in line with business needs and review on an on-going basis
• Identifying learning interventions based on the learning needs identified
• Preparing a learning action plan for implementation and obtain a sign off from business

Implementation of training interventions for new recruits

• Conduct new recruit training in line with the approved training and lesson plans
• Conduct summative assessments and provide learners with feedback
• Conduct moderation of summative assessments
• Conducting evaluation of the impact of training interventions and advise/recommend to Line Management on corrective measures
• Review of existing course material where applicable and providing feedback for proposed change

Implementation of refresher training for call centre agents

• Conduct refresher training in line with the approved training and lesson plans
• Conduct summative assessments and provide learners with feedback
• Conduct moderation of summative assessments
• Conducting evaluation of the impact of training interventions and advise/recommend to Line Management on corrective measures
• Review of existing course material where applicable and providing feedback for proposed change

Client Relationship Management

• Creating and maintaining productive relationships with internal clients through professional interactions

Coaching and Mentoring

• Evaluate call centre agent's performance against a pre-determined set of criteria
• Provide coaching to call centre agents with respect to product knowledge and performance levels
• Mentor call centre agents that display potential for development

Administration and Reporting

• Prepare for training according to preparation and administration checklist
• Capture learner's personal details and assessment results
• Compiling training reports for all training interventions using approved reporting templates
• Compile adhoc reports as requested from clients and direct manager

Requirements

Competencies

• Facilitation skills
• Customer orientation
• Client focused /client centric
• Interacting with People
• Knowledge of adult learning principles
• Knowledge of South African learning and development legislation
• Presentation and Facilitation skills. Effective writing and speaking skills in English and another official SA language
• Ability to drive critical, student-led dialogs about learning material
• Excellent computer literacy in MS office (word, Excel, PowerPoint and Outlook)
• Experience of using digital technologies as a teaching tool will be an added advantage
• Problem solving
• Excellence orientation
• Energy and Drive
• Assertiveness
• Resilience

Education

• Matric/Grade 12 (Essential)
• Facilitation Certificate (Essential)
• O-DETDP Certificate (Essential)
• B.com in HR (Advantage)
• Graphic design certificate (Advantage)
• Marketing certificate (Advantage)
• FAIS Credits (min 30 credits in short term insurance if date of first appointment is before 2010); or if date of first appointment is on or after 01/01/2010, a full recognised qualification as per the FSCA qualification list
• FAIS Regulatory examination for Representatives (RE5)
• If you are registered for one Class of Business (Personal or Commercial) you are required to have 12 CPD (continuous professional development) points. If you registered for two
• Classes of Business (Personal plus Commercial), you required to have 18 CPD points.

Experience

• 2 - 3 years’ experience in selling short term insurance either as a broker agent or tied agent, alternatively must have solid sales experience.

Other Requirements

• Candidate must have his own transport (CAR) and license