Learning And Development Facilitator

Blue Label Telecoms; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading telecommunications company seeks a Training Facilitator in Gauteng to design and implement learning interventions. The ideal candidate will have experience in short-term insurance sales and have a strong focus on client relationship management. This role requires a Matric certificate and a facilitation certificate, with additional qualifications being an advantage. Proficiency in MS Office and solid communication skills are essential for success in this position.

Qualifications

• 2-3 years’ experience in selling short-term insurance or solid sales experience.
• Candidate must have own transport (CAR) and license.

Responsibilities

• Identify training needs aligning with business needs.
• Conduct evaluations and provide feedback on training effectiveness.
• Create and maintain relationships with internal clients.

Skills

Facilitation skills

Customer orientation

Presentation and facilitation skills

Effective writing and speaking skills in English

Excellent computer literacy in MS Office

Problem solving

Resilience

Education

Matric / Grade 12

Facilitation Certificate

O-DETDP Certificate in HR

FAIS Regulatory examination for Representatives (RE5)

Tools

MS Office (Word, Excel, PowerPoint, Outlook)

Job description

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.

Key Responsibilities

• Training Needs Analysis: Identifying learning needs in line with business needs and reviewing on an ongoing basis.
• Identifying learning interventions based on the learning needs identified.
• Preparing a learning action plan for implementation and obtaining 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.
• Conduct evaluation of the impact of training interventions and advise/recommend to Line Management on corrective measures.
• Review existing course material where applicable and provide 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 (refresher).
• Conduct moderation of summative assessments (refresher).
• Conduct evaluation of the impact of training interventions and advise/recommend to Line Management on corrective measures (refresher).
• Review existing course material where applicable and provide feedback for proposed change (refresher).

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.
• Compile training reports for all training interventions using approved reporting templates.
• Compile adhoc reports as requested from clients and direct manager.

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
• 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 in HR (Advantage)
• Graphic design certificate (Advantage)
• Marketing certificate (Advantage)
• FAIS Credits: minimum 30 credits in short‑term insurance if date of first appointment is before 01/01/…
• or if date of first appointment is on or after 01/01/… a full recognised qualification as per the FSCA qualification list
• FAIS Regulatory examination for Representatives (RE5)
• If registered for one Class of Business (Personal or Commercial) you are required to have 12 CPD points.
• If registered for two Classes of Business (Personal plus Commercial) you are required to have 18 CPD points.

Experience

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

Other Requirements

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