Candidate with relevant training qualification (ODETQ preferred) and minimum 2 years training management experience, required for a position in Umhlanga. Previous call centre experience highly advantageous.

Minimum requirements:
• Grade 12
• Relevant training qualification required – ODETQ preferred
• Minimum 2 years’ experience on a management level required
• Experience in the call centre environment advantageous
• Knowledge and understanding of BCEA required

Responsibilities:
• Manage coaching assessors
• Mentor and upskill Team Leaders into Coaches
• Ensure coaching is viewed a a supportive developmental toll in the business
• One on one coaching sessions with agents that have not made progress after initial coaching sessions
• Ensure adequate training of coaches and team leaders
• Host coaching calibration sessions
• Drive Learning and Development plan
• Assist in managing external training provider relationship
• Evaluate skills development needs and evaluate the implementation of identified needs
• Define rollout plan with line management and training providers
• Coordinate site visits conducted by Seta and ensure relevant documentation and learner information is made available
• Keep up to date with new FAIS legislation and TCF updates
• Identify and assess future and current training needs through job analysis, career path analysis, annual performance appraisals and line management consultation
• Final sign off with trainer on readiness of group for the live environment
• Moderate sample of assessments
• Review sample of live dial calls
• Conduct end of training meeting with trainer and campaign representatives
• Liaise with trainer to deal with disciplinary issues arising in the classroom