Training and Capability Developer

5 days ago

Melbourne, Victoria, Australia beBeeFacilitator Full time

At Techtronic Industries, we're on a mission to deliver quality consumer and professional products to the home improvement and construction industries.

As a Learning and Development Facilitator, you'll play a crucial role in enhancing customer satisfaction and productivity through exciting new products.

We're committed to ensuring our people have a great experience at TTI. In addition to an exciting and challenging role, we provide:

  • Competitive remuneration package
  • Modern office/workshop with onsite parking
  • All the tools of trade provided
  • Exposure to world-class technologies
  • Generous discounts on company products for multiple brands

TTI is currently seeking a Learning and Development Facilitator to join our team in Australia. Reporting to the Head of Customer Service, your key duties will include:

Key Responsibilities
  • Facilitating training to customer service teams through blended learning solutions
  • Conducting training needs analysis, collaborating with key leaders across Customers Service to understand learning needs
  • Collaborating with relevant stakeholders to identify, document and facilitate training for new processes
  • Embedding yourself within the Customer Service teams, observing agent interactions
  • Identifying learning needs from key support functions including Agent Assist, Technical, Product Experience, Quality and Voice of Customer
  • Developing a competency matrix to document learning needs
  • Develop and maintain training materials to support learning including facilitator guides, standard operating procedures, quick reference guides, online learning, videos, presentations, and participant materials
  • Create training schedules for Service Solutions areas that reduce identified skills gaps
  • Collaborate with relevant training roles across TTI to deliver training to multiple audiences
  • Connect learning artefacts to relevant platforms such as LMS, intranet and knowledge
  • Evaluate the effectiveness to training to make continuous improvement
  • Keep training materials current in relation to environment, technology, and process changes
Requirements
  • 3+ years in a learning and development role
  • Experienced in modern learning design practices
  • Strong stakeholder management and cross-functional collaboration skills
  • Demonstrated participation in project environments/projects
  • Experienced in conducting needs analysis aligned to business requirements
  • Ability to work autonomously and within a team environment

Join us in our journey to excellence by becoming a part of our outstanding team.

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