LEARNING AND DEVELOPMENT CO-ORDINATOR

BASED IN: Durban, Kwa-Zulu Natal

REPORTS TO: Dual reporting line – HR Executive and COE Executive.

WANTED

Do you consider yourself a professional and trustworthy team player with an eye for detail, a passion for results and the ability to work well under pressure? If the answer is “yes” and you’ve got an extensive knowledge of sales and training methodologies alongside 2-3 years of experience in a sales contact centre training environment, then you’re the one we’ve been waiting for!

Within Centrevo’s Group Knowledge Department, we’re looking for a Group Training Coordinator to coordinate the team in providing proactive, professional and effective Learning and Development services to the Centrevo business (and broader group as required) through self and direct reports.

Key responsibilities will include:

  • To build, maintain, improve and change control a suite of Learning & Development material that reflects the requirements of the Campaigns and other structures supported.
  • To plan and allocate L&D resources to ensure maximum productivity and impact through an agreed framework of targeted learning outcomes that are tracked and measured to demonstrate a capability uplift.
  • To evaluate own team’s delivery through sampling, overview and regular capture of stakeholder feedback and use this to undertake targeted coaching and development to ensure that own team’s performance fully meets the needs of the business.
  • Create a high-performing and flexible team approach, where the L&D team are recognised for high-quality solutions delivered.

 

Key Performance Areas

Key Performance Indicators

Coordination, Administration and Research

Plan, create and maintain working schedules for self and team and track to optimize performance.

Create and maintain a skills register for all Centrevo people, working collaboratively with the WFO manager

Represent team in operations meetings (Daily, weekly Ops etc.)

  • Capture training registers – database management.
  • Target and Compile e-Learning reports based on assessments.
  • All administration relating to the Audit and Appraisal system for trainers.
  • Maintenance of existing e-Learning logins.
  • Collect data and ensure this is used to create and promote ‘useful’ value add reporting
  • Research information for training content development in both local and domestic divisions.
  • Maintain an electronic and manual training register.
  • Compile materials to support training activities.
  • Proactively coordinate effective communication to HR and the Recruitment Centre on candidate drop-offs and replacements.
  • Provide insights on trainee and engagement that could contribute to improve candidate profiles.
  • Timeously updating trainee registers to HR for induction purposes.

 

Planning and Preparation

  • Ensure a schedule of skill and competence is maintained for self and team that maps back to all areas supported and includes resilience and flexibility
  • Build effective relationships with new and existing clients and stakeholders to understand requirements for skills, systems, processes & products.

Facilitation

  • Understand the needs of the client and internal stakeholders and ensure material design is optimal and learning outcomes are defined, tracked and measured (in event, post-event and at least 3 months after event).
  • Target combined facilitation productivity levels of >70% for self and team
  • Target maximization of live L&D facilitation to ensure skills are maximized and retention of staff optimised (TBA) using TNA and modular events.
  • Support induction training for Campaigns as required, building a flexible approach with the resources available

 

NATURE AND SCOPE OF THE JOB

  • The position will be primarily focussed on coordinating the team in supporting the Centrevo business with ad-hoc support for Group as deemed necessary and will be to ensure the effectiveness of L&D resources supporting the changing needs of the business.
  • Representation, interaction and involvement will be at Divisional and Management level.
  • Proactively ensuring that there is a culture of continuously improving learning and development aligned to targeted and measurable outcomes, demonstrating return on investment and sustaining competitive edge.
  • To proactively, develop, implement and further improve learning and development policies and procedures that is congruent with the Divisions goals and objectives.

QUALIFICATIONS & EXPERIENCE

Knowledge:

  • Extensive knowledge of sales and training methodologies
  • 2-3 years of experience in a sales contact centre training environment

Behaviours:

  • Professional
  • Excellent communication skills (verbal and written)
  • Trustworthy
  • Team player
  • Results orientated
  • Logical reasoning
  • Able to work under pressure

Aptitude:

  • Customer services orientated
  • Attention to detail
  • Interpretation skills
  • Numerical skills
  • Information scanning

This job description is not exhaustive and may be subject to change depending on business requirements.

Duties, functions, hours of work, and responsibilities may be changed in accordance with changing business requirements, of either the employer or the Client of the employer, for whom you are contracted to provide a service.

If you’re interested in the position, please send an updated CV to careers@centrevo.co.za