Learning and Development Specialist - Contact Centre

  • Three month Fixed Term Contract
  • L&D Specialist to deliver program of training and development within a contact centre environment
  • Certificate IV in Workplace Training & Assessment required
  • MUST HAVE Contact Centre Experience

Client Details

Recognised as being a critical service, our client operates on a national platform providing access to valuable information. Given the current pandemic and ongoing changes to services, our client requires an experienced L&D Specialist to design and deliver content to support staff in delivering COVID-19 updates. 


Responsibilities of the role are as follows:

  • Conduct training needs analysis to identify priority areas for training for each service stream.
  • Create a detailed learning roadmap aligned to key milestones for each service stream including associated project plans.
  • Prepare training activities and resources for use within Service Provider organisations that equip staff to handle calls to each service stream.
  • Use knowledge of contact centre environments to inform the design of learning activities and resources.
  • Deliver training sessions where required using the most suitable format including, but not limited to Train the Trainer sessions, virtual video conferencing, recorded sessions.
  • Communicate and share learning resources with Service Providers in a timely manner using appropriate mediums.
  • Work with internal subject matter experts to ensure content is and remains accurate and current.
  • Work with service leads to understand effectiveness of training activities and act on feedback.


The successful applicant will:

  • Be immediately available to commence the assignment
  • Have contact centre experience
  • Have a Certificate IV in Workplace Training & Assessment 
  • Experience within a government or healthcare agency desired

Job Offer

  • Immediate start
  • Respected organisation with a great purpose
  • Fast-paced role - interesting content 
  • Three month FTC
  • Competitive salary package


Contact details - Ashley Duffy - 91952953