Training Officer

The Training Officer will have highly developed communication and time management skills, along with the ability to deliver training material in an effective and engaging manner. This role will report to L&D Learning Manager and will be part of the greater Talent Management team.

The incumbent in this role will facilitate and coordinate training as per the business requirements as well as support and track the various training interventions and deliver these interventions to ensure improved competence, knowledge, and skills of all frontline staff.

Key accountabilities and decision ownership :

1. Conduct training needs analysis

• Assess learning needs and identify training methods and appropriate mediums of delivery.
• Initiate new training projects with 3rd Party trainers.

2. Planning Training

• Ensure that training is appropriate to accommodate all learning styles.
• To facilitate learning interventions that drive performance
• Provide input into lesson plans provided by content team.
• Ensure all hand outs are of a high standard to support training.
• Plan the training room size and layout ensuring all material are prepared.

3. Facilitate Training

• Use testing questions during the training to ensure group interaction
• Ensure that learners are clear about the results after attending the training
• Create interest in the need to learn
• Ensure that all learning styles are accommodated whilst maintaining the correct level and pace of facilitation
• Where visual aids are utilised, ensure that these are of high quality and used appropriately

4. Assess Learning

• Compile a report on the effectiveness of the training
• Make recommendations for improvement to the specific training course facilitated – feedback this to the content development team
• Recommend overall areas for improvement and liaise with direct line manager to address the next steps for improvement

5. Administration

• Ensure that all administration and reporting is up to date
• Maintain learner results in Learning Management System

       6.Quality Assurance

• Ensure the relevant training accreditation of L&D 3rd Party trainers take place across the curriculum.
• Implement continuous Quality assurance to maintain the standards of accredited 3rd Party trainers.

      7.Regional L&D Business Partnering

• Provide L&S consultation to the regions and collate all L&D Requests across business units.
• Establish and Maintain continuous networking relationship between L&D, Region and Business unit.

     8.Content Development

• Complete content development as per L&D project requirements utilising agile and digital content development tools /methodologies

Requirements:

Must have technical / professional qualifications:

• Matric / Grade 12
• EDTP or equivalent qualification is essential (Assessor, Moderator, Facilitator - modules essential)
• Previous experience as a trainer within a contact centre environment