Skills and Development Trainer (Lead Facilitator)

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

Location: Durban, ZA

Posted Date: 6/24/2025