E-Learning Specialist

Purpose of Role:
As an E-Learning Specialist, your key responsibilities will include the overall design and delivery of training onsite at Moonspin. Training could be for new hires joining the business, regular and ongoing refresher training to the Call Centre, as well as training to external teams or clients. This role will utilize your previous training experience of writing excellent training courses and delivering training to the highest standards. You will be responsible for the full learning cycle within the CS team and be regarded as an ambassador of Moonspin, fully displaying the culture of the business.

As an E-Learning Specialist, you will be relied upon by the Head of Customer Support to deliver upon the following
aspects:

Duties and Responsibilities:

New Hire training:

• Overall design and delivery of an effective New Hire training process, ensuring effective knowledge transfer to all new hires.
• Ensure all training content is kept up to date as things change.
• Measure the effectiveness of new hire training through the ongoing evaluation of the training process, material, course design and overall readiness of new hires to enter production.
• Coordinate all elements of scheduling, communication, reporting and delivery of the new hire program.
• Ensuring collaboration with the WHG Training Team and LCR on any compliance/regulatory aspects of new hire training.

Ongoing refresher training:

• Manage and evaluate the knowledge and skill levels of Customer Service team and regularly design and deliver relevant refresher training.
• Conduct effective needs analysis reports to assist with identifying gaps.
• Ongoing measurement of training effectiveness.
• Collaborate with the leadership team regarding training needs, requests, and gaps.
• Collaborate with LCR, including Quality Assurance team, on any re-training or refresher training requirements identified.
• Coordinate with subject matter experts in creating all refresher training.
  

E-Learning/Training material:

• Responsible for writing clear and accurate training material, in collaboration with subject matter experts, ensuring material is always up to date.
• Designing relevant E-Learning courses where needed.
• Work with Training team and LCR in WHG to ensure compliance and standardization in material, tools, and systems.
• Align with Training Team to transfer training into online learning centre.

Ad Hoc training:

• Responsible for delivering training to Licensees or business teams as and when needed.
• Conduct skills refreshers where needed to internal teams.
• Work with Floor Managers and Head of Customer Support to design and deliver ad hoc training courses as and when needed.
• Work closely with the QA team to assess gaps in knowledge and skills.
  

General admin duties:

• Input into the Workplace Skills Plan and management thereof throughout the year.
• Monthly reporting to the Head of Customer Support.
• Internal stakeholder management, ability to work with and collaborate with all internal teams.
• Be considered a subject matter expert by continuously updating yourself on all changes.
• Be actively involved in the knowledge management efforts to ensure all content and relevant tools are updated regularly.
• Management of company training reports, training records and ensure overall completion within deadlines.

Minimum competencies:

• Self-managed, reliable, and confident.
• Takes initiative.
• Excellent verbal and written communication skills.
• Understands the highly regulated nature of the business.
• Adaptable and flexible in an ever-changing environment.

Requirements:

• Grade 12 or equivalent.
• Minimum 2 years training experience preferably in the online gaming industry.
• Experience in E-Learning methodologies and delivery.
• Experience in writing and compiling training material/courses.
• Own transport.
• Flexibility to work shifts in a 24/7 environment.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Excellent computer proficiency (MS Office – Word, Excel and Outlook).
• Must be able to work under pressure and meet deadlines.

Preferred requirements:

• Registered Facilitator
• Registered Assessor
• Experience in Adult Based Learning Principles
  

Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process