Learning Facilitator - CPT

Main Purpose To implement the delivery of learning in support of WFS Operations and Stores. Support WFS strategies and broader Business Unit’s Learning needs that accelerates time to competencies through the different learning programmes. Key Responsibilities Deliver/Implement Learning Interventions § Deliver on the WFS Training approach to support the delivery of the WFS business strategy. § Develop and deliver on the yearly training plan and timelines for key interventions across WFS in line with Skills Development goals and operational needs. § Deliver on agreed plan with Operations Heads. Development of Training Material/Collateral § Design and development of Technical and Power Skills Training material § Develop e-learning content on the Articulate Suite and Powtoons amongst others § Continuous improvement, review and updating of training material on an ongoing basis Identify and address WFS Training Needs § Identify and address Business Unit Technical and Power Training needs including project interventions. § Work with stakeholders to determine the best method of delivery to meet learning outcomes. § Executes training sessions, webinars, workshops etc. in groups or individually. § Troubleshoots technical issues or seeks technical support in a timely manner to facilitate learning. Training Admin, Evaluation and Feedback § Evaluate delegates and provide feedback to both delegates and Line Managers. § Give recommendations to line where reinforcement / extra training is required § Establish and maintain learner records including marks for learners on Inspire leanings for e-learning, and manual registers for face to face training interventions § Create and accurately maintain a central repository for training material, registers and assessments § Compile Course File and hand to Manager for sign-off on new projects / review process § Co-ordinate, facilitate and provide feedback to the Operational QA work group and Line Managers for incubation periods. § Manages all learning logistics/resources for programs i.e.: co-ordinating all learning interventions with relevant stakeholders (managers) scheduling classes, scheduling learners, high proficiency with using online meeting/learning tools, break-out rooms (in- classroom or virtual), distribution of materials, and supplies § Create timeous reports and analysis on training activities. § Ensure adherence to policies and procedures and communicate changes to delegates. § Determines overall effectiveness of programs and makes improvements based on results. Continuous Improvement § Take accountability for personal development and continuously look for opportunities to develop skills and knowledge base. § Remain updated with market trends and propose ideas as to how to improve ways of working. § Provide input into communication plans leveraging available tools, mediums and technology. Requirements KEY COMPETENCIES TECHNICAL COMPETENCIES · Computer Literacy · AI research for use in compilations of materials, summaries, analyses · Contact Centre systems