Job Description

Facilitate delivery of high quality and engaging learning events, coaching and training on Client/Capita systems, processes & policies, customer service & communication. Assess employee skill levels and identify training needsJob title: Learning and Development Officer (Pipeline):Role ObjectiveCapita SA is seeking a motivated Customer-Centric individual who is ready to provide leadership through example by living Capitaxe2x80x99s culture and values. 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.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-howAcademic:

• Matric
• National Diploma in Occupationally Directed Education Training and Development Practices, or equivalent or part thereof at NQF level 4 or above xe2x80x93 Preferable.

ExperienceEssential:

• 24 months Call Centre / BPO experience
• 2 years Customer Service experience
• 12 Months Previous Advisor Management experience
• 2 Years Learning & Development Officer experience.
• Learning Material Design Experience

Working RelationshipsInternal:

• Internal Stakeholders
• Business lines, functions

Primary responsibilities

• Delivery of learning solutions and performance improvement initiatives to advisors and team leader population to maintain and maximise performance.
• To ensure training material is relevant, accurate and fit for purpose; making amendments where necessary and/or providing recommendations to guarantee consistent learning experience.
• Evaluate the effectiveness of learning solutions delivered, highlighting where there has been a return on investment and/or value-added learnings for future solutions.
• Provide tailored coaching support, in partnership with Operations to drive and support the achievement of KPIxe2x80x99s, evidencing value added to the business.
• Handle all customer details and information with relevant integrity and confidentiality.
• Develop and maintain reports to meet department and client requirements.
• Attend all weekly meetings as required.
• Adhere to all department policies and procedures and monitor for opportunities for improvement.
• Partner with operations to evaluate the effectiveness of new hire and on-going training.
• Maintain knowledge on changes to client products, services, polices & procedures.

Core CompetenciesEssential:

• Excellent oral and written communication skills
• Customer service orientation
• Excellent coaching, mentoring and people support skills.
• Attention to detail.
• Excellent analytical skills
• Ability to work under pressure.
• Intermediate MS Office Skills

Desirable:

• Change Management: The ability to navigate and facilitate organizational changes effectively.
• Instructional Design: The skill to create effective learning experiences.
• Training Delivery: The ability to deliver training sessions using various methods.
• Assessment and Evaluation: The ability to assess learning outcomes and measure performance.

About UsCapita is an award-winning contact center service company with fully hosted global delivery centers trusted by global-leading brands to transform their Customer Experience.Wexe2x80x99re here to help get you to your future xe2x80x94 whether itxe2x80x99s to gain worldclass 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, therexe2x80x99s 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.Whatxe2x80x99s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employeesxe2x80x99 horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope youxe2x80x99ll do nextChoose xe2x80x98Apply nowxe2x80x99 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 reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANTThe 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 businessxe2x80x99 EE targets and goals.Attach your most recent CV indicative of the criteria as advertised.Location: Cape Town, South AfricaTime Type: Full timeContract Type: Permanent

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