Learning & Development Manager
This is your opportunity to work for a well-established company. We are looking for an experienced Learning & Development Manager for one of South Africa's largest Contact Centre in the BPO industry.
Purpose of the job
This is a Manager position that requires the succesful candidate to not only train, design and develop, and evaluate training and development initiatives related to culture initiative workshops and all operations training (New Hire Training, Induction, Floor roll-outs, tools, refreshers, Product, Process, system and soft-skills) but also manage projects and teams.
Develops training strategy for the call centre in line with business needs & requirements.
Ensures that all training is delivered and completed successfully with a measure of success attached
Manages the training calendar/schedule effectively including planning training resources and training room requirements as per ramp plans
Ensures that all new hire staff have an adequate transition to the Operations floor and the existing staff receive appropriate and timely refresher / remedial / cross skill training as per business needs.
Manages floor support activities to identify gaps in customer service/communication skills/product process knowledge and implement training interventions aimed at continuous improvement in advisor performance
Manages ongoing version control/changes & the quality of all training content and material & keep it updated at all times
Operates as an account manager for the call center's Operations & Quality functions to understand any training needs/interventions required and provide necessary training solutions.
Liaison with the Stakeholders to ensure effective and consistent implementation of training strategies
Manages the performance & development plans of the training team including mentoring, coaching & upskilling
Link of communication with Campaign Managers, HR & Recruitment
Experience and Skills Required:
• 6- 8 years’ experience of which minimum of 3 years Training Manager experience, ideally within a call centre environment (including design, development, preparation & implementation of training
• Management experience is essential
• Excellent written and verbal communication skills
• Ability to work as part of a team as well as demonstrating own initiative
• Ability to work under pressure whilst remaining flexible during any period of change based on the needs of the business
• Computer literate (MS office, Word, Excel, power point and outlook)
• Professional Training related Certifications / additional qualifications in the area of training
• A good understanding of Contact Centre procedures
• Must be flexible and be able to work shifts from 06:00 to 14:00/ 14:00 to 23:00/ 23:00 to 10:00
Salary: Market Related Basic Salary + Performance bonus + Medical Aid