Skills and Development Trainer (Lead Facilitator)

SUMMARY:
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POSITION INFO:

Lead Facilitator – BPO (US Campaign)

? Umhlanga, Durban | ? Working Hours: 2 PM – Late (Mon–Fri)
? Full-Time | On-Site Role

Are you passionate about empowering BPO leadership through impactful training and performance development? Our client is seeking a Lead Facilitator with proven expertise in designing, developing, and delivering high-quality training programs for a high-performance contact centre environment.

? Key Responsibilities

• Design and develop custom training material focused on closing performance gaps and driving operational excellence
• Facilitate skills development workshops for Team Leaders, Operations Managers, and support functions
• Evaluate existing performance metrics and align training to business KPIs
• Conduct training needs analysis based on performance trends, QA reports, and operational feedback
• Track and report on training impact using training effectiveness metrics and continuous improvement strategies
• Partner with stakeholders to ensure training is aligned with the strategic goals of US-based campaigns
• Maintain a strong understanding of call centre environments, coaching methods, and adult learning principles

? Requirements

• Minimum 3–5 years of experience in BPO learning & development or training facilitation
• Strong background in training design, instructional material development, and delivery
• Proven ability to upskill leaders and operational managers in performance management
• Solid understanding of call centre analytics, including employee performance metrics, quality scores, and process adherence
• Excellent facilitation, presentation, and communication skills
• Familiarity with LMS platforms and tracking tools
• Willingness to work US hours: 2 PM to late, Monday to Friday

? Preferred

• Exposure to US campaign dynamics
• Certification in Training & Development or Instructional Design is advantageous
• Experience coaching trainers or analysts is a bonus