Learning & Development Officer In this role, you will be facilitating the learning of a variety of disciplines, products, and systems elements to give delegates the necessary skills required to service our customers and to meet service level agreements to contribute towards business performance.
Job title: Learning & Development Officer
Job Description: Learning and Development Officer Assisting in determining learning needs and objectives for the organization's various employees. Supporting with the development of course curricula, supporting materials and programs for learning initiatives. Ensuring the delivery of learning courses and programs through suitable methodologies, such as individual coaching and classroom training. Assisting in evaluating employees' learning performance and related improvements.
Professional Know-how Academic: Matric Experience: Essential:
2 years Customer Service/Call Center experience2 years coaching experiencePrevious People Management ExperienceEnrolled/ completed/ In progress with the Connect Classes Advantageous: Learning and Development Experience as a facilitatorIn progress/ completed the LEAD advisor programmeNational Diploma in Occupationally Directed Education Training and Development Practices, or equivalent at NQF level 4 or aboveMaterial Design ExperienceExperience and evidence of working in a complex, changing, fast-paced environment Working Relationships Internal:
Internal StakeholdersBusiness lines, functions Primary Responsibilities Delivery of learning solutions and performance improvement initiatives to advisors and team leader population to maintain and maximise performanceTo ensure training material is relevant, accurate and fit for purpose; making amendments where necessary and/or providing recommendations to guarantee consistent learning experienceEvaluate the effectiveness of learning solutions delivered, highlighting where there has been a return on investment and/or value-added learnings for future solutionsProvide tailored coaching support, in partnership with Operations to drive and support the achievement of KPI's, evidencing value added to the businessHandle all customer details and information with relevant integrity and confidentialityDevelop and maintain reports to meet department and client requirementsAttend all weekly meetings as requiredAdhere to all department policies and procedures and monitor for opportunities for improvementPartner with operations to evaluate the effectiveness of new hire and on-going trainingMaintain knowledge on changes to client products, services, policies & procedures Core Competencies Essential: Excellent oral and written communication skillsCustomer service orientationExcellent coaching, mentoring and people support skillsAttention to detailExcellent analytical skillsAbility to work under pressureIntermediate MS Office Skills Desirable: Change Management: The ability to navigate and facilitate organizational changes effectivelyInstructional Design: The skill to create effective learning experiencesTraining Delivery: The ability to deliver training sessions using various methodsAssessment and Evaluation: The ability to assess learning outcomes and measure performance About us Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.
We're here to help get you to your future — whether it's to gain world-class customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there's no better place to be.
Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.
Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.
What's in it for you? Competitive Basic salaryMedical AidProvident fund, Group life, funeral and disability benefitAnnual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedicationGlobal Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaborationCommunity Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmesAnnual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenateInternational Exposure: We provide opportunities for international exposure, broadening our employees' horizons and experiencesDevelopment and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential What we hope you'll do next Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next? Your application will be reviewedIf your application is successful, you will be invited to an interview with a member of the recruitment team IMPORTANT The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.
Attach your most recent CV indicative of the criteria as advertised. Location: Cape Town
Time Type: Full time
Contract Type: Permanent
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