L&D Specialist: Contact Center Training & Coaching

Smollan; Johannesburg; On-site; ZAR 450,000 - 700,000; Full time

Job summary

Smollan is seeking an experienced Learning and Development Specialist to join our Client Solutions team in Johannesburg. You will design and deliver engaging training programmes, facilitate sessions, coach employees, and assess performance to drive improvement and client satisfaction.

The ideal candidate has strong contact centre training experience, excellent facilitation skills, and can develop effective content aligned with operational goals.

Qualifications

• Diploma/Degree in HR, L&D or Education (NQF 5/6).
• Accredited Facilitator.
• 5+ years in an L&D role focusing on contact centre environments.
• Facilitation (3+ years) and digital content creation experience.
• Financial services exposure is advantageous.

Responsibilities

• Design and deliver engaging training programmes (e-learning, workshops).
• Facilitate learning sessions and coach employees.
• Assess performance and drive continuous improvement.
• Coordinate training logistics, records and reporting.
• Evaluate training effectiveness and share insights with People Development.

Skills

Facilitation

Instructional design

Content creation

Coaching

Communication skills

Adult learning principles

Education

Diploma/Degree (NQF 5/6) in HR, L&D, Education

Accredited Facilitator

Tools

Digital content creation tools

Job description

Smollan is seeking an experienced Learning and Development Specialist to join our Client Solutions team in Johannesburg. You will design and deliver engaging training programmes, facilitate sessions, coach employees, and assess performance to drive improvement and client satisfaction.

The ideal candidate has strong contact centre training experience, excellent facilitation skills, and can develop effective content aligned with operational goals.