• Ad Placed : 29 Sep 2019 21:00:07 Affiliate ad
• Remuneration : PER MONTH
• Employment Type : Full Time
• Employment Level : Senior Management
• Industry :
• Professions
  Human Resource
• Region : Kwazulu-Natal
• Company : Boardroom Appointments

Our client based in Durban is looking for a Learning and Development Manager to not only train but 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.

Education and Minimum Requirements:

• Grade 12 (Matric)
• 6 to 8 years’ experience of which minimum of 3 years Training Manager experience, ideally within a call center environment (including design, development, preparation & implementation of training
• Management experience is essential
• 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

Skills and competencies:

• 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

Responsibilities:

• 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
• Identifies the need for and estimates the budget for projected training resource requirements, both permanent and contract/temporary/seconded and hire the required resources
• Arrange and schedule training requests
• Link of communication with Campaign Managers, HR & Recruitment
• Delegation of Trainers to course
• Motivate cross skilling

Please visit our website at www.boardroom.co.zafor more details and to register your C.V.

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