Overview
Skills and Development Trainer/Lead Facilitator Jobs in Durban, South Africa at ABC Worldwide
Position: 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
Title: Skills and Development Trainer/Lead Facilitator
Company: ABC Worldwide
Location: Durban, South Africa
Category: Education / Teaching (Training Consultant, Learning & Development Specialist)
