Learning And Development Specialist

SUMMARY:
Smollan is looking for an experienced Learning and Development Specialist

POSITION INFO:

At Smollan, We’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work.

Smollan is looking for an experienced Learning and Development Specialist to join our Client Solutions team. The successful candidate will be responsible for designing and delivering engaging training programmes, facilitating learning sessions, coaching employees, and assessing performance to drive continuous improvement and enhance client satisfaction. The ideal candidate will have strong contact centre training experience, excellent facilitation skills, and the ability to develop effective learning content that supports operational performance and business objectives.

Job Summary:
To train, coach and assess SCS employees. Further, to enable achievement of KPI’s, continued
performance improvement and increased levels of client satisfaction.

Key Responsibilities and Deliverables:

1. Instructional Design & Content Creation

• Design and develop engaging, interactive training materials (e-learning, workshops, and job aids) using adult learning principles.
• Ensure all content is aligned with Smollan Client Solutions' protocols and industry standards.
• Continually update training materials based on feedback and shifts in business requirements or product knowledge.

2. Facilitation & Coaching

• Facilitate training sessions for Field Staff,