Responsible for
To support the Business in delivering key Learning & Development initiatives for all campaigns.

Key Performance Indicators
Manage, Lead and develop your own team to ensure that they satisfy the requirements of their role.
Evaluation of current training and developmental programmes
Ensure that Teleperformance and their client training materials are designed and maintained accurately
Supply training for new recruits, existing call centre staff and managers to satisfy the requirements of campaigns and accounts
Promote training projects as required to support the needs of the business
Take ownership for own performance actively seeking opportunities to improve and develop

Key Responsibilities
Training Provision and Compliance
Ensures provision and achievement of all product, process, system and compliance training requirements within the business unit
Develops and delivers the operational training material necessary to meet client & business requirements
Delivers training where required as part of the Business Unit Training team
Collaborates with People Development and provides input on the role out of development programs across the Business Unit

Training Management
Manages overall training processes and assumes accountability for the Business Unit training management
Establishes and implements programs for training improvement, and adopts the People Development success measurement criteria as best practice
Works with Head of Operations Training to identify both external and internal best practice training mechanisms, approaches and modules
Works with the Head of Operations Training to identify the need for, and develop or source, any accredited training modules that are client and operation specific
Collaborates with People Development to ensure all Business Unit development requirements are met

Reporting and Standards
Reports on the benefit and value of training delivered within the Business Unit
Delivers reports to meet the Business Unit requirements and standard reporting requirements within the Teleperformance business
Identifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with People Development, Teleperformance best practice and contractual client requirements

Development Needs Analysis
Conducts effective training needs analyses for the Business unit
Proposes and delivers solutions to fill any identified gaps in competence in conjunction with Head of Operations Training and supporting resources
Collaborates with People Development and the Quality team to ensure that competence gaps are filled

People Management
Ensures the development of key capability to deliver departmental objectives
Recruits and manages direct reports to ensure the Teleperformance brand remains the employer of choice
Provides guidance and support to direct reports to ensure a culture of transparency and collaboration
Identifies strengths and areas for development in direct resources to ensure appropriate allocation of tasks
Establishes, manages and measures achievable, specific and realistic goals for direct reports
Ensures direct reports receive opportunities for development
Ensures that all Human Resources policies and procedures are observed

Experience (Essential)
At Least 5 years related technical /soft skills experience
5-7 years in a Training Management Role within the BPO Industry - Essential
Proven experience in the design and delivery of Training Interventions
Must have extensive knowledge on SAQA & Unit Standards
Relationships with various SETA’s
Exceptional verbal and written communication, presentation, and interpersonal skills.

Qualifications
Matric Essential
HR / Training Diploma/ Degree
Train the Trainer Diploma
Skills Development Facilitator
Assessor
Moderator