Training Manager
Job Details
Full Job Description
Job Description - Training Manager (03U8H)
Training Manager
Training Manager – Cape Town SA – US hours
At TTEC, we’re all about the Human Experience. Elevated. As a Training Manager in Cape Town, South Africa you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. Please note this role requires US working hours.
Learning and Leadership Development (L&LD) Managers manage the operational and fiscal activities of Learning and Leadership Development department. Develop and lead the team. Utilize systems and procedures to improve the operating quality and efficiency of the Learning and Leadership Development department. Oversee all aspects of the delivery of training. Work daily to improve processes and performance that enhance bottom line results. Work closely with business partners and clients to resolve all training related issues. Improve efficiency and accuracy of training process; create and implement process improvements. Manage the staff in accordance with company policies, procedures, and client metrics. L&LD managers are held accountable for training department attrition, including trainers, agents, and overall project attrition. Responsible for team engagement, leadership, performance management, coaching and talent development. L&LD managers adhere to TTEC key performance objectives, indicators, metrics, and ratios ensuring maximum team performance. L&LD managers create and maintain a positive work environment.
Key Performance Objectives
1. Achieve 100% of training
goals. Actively implement strategies and initiatives to enable the
Learning and Leadership Development department to achieve its
objectives. Communicate the core strategy and goals to the team.
Establish metrics for success, set clear daily priorities, and drive
the team to meet goals. Understand the key business objectives,
timeframes, and client requirements associated with each training
goal. (Strategic thinking, project management, results orientation,
business acumen, enthusiasm)
2. Manage day-to-day operations and
deliverables. Deliver timely and efficient solutions to all training
related requests. Employ effective organizational and time-management
skills to deliver solutions to routine and emergency requests and
general needs within established timelines. Manage problem resolution
as needed. Determine appropriate use of resources to meet training
goals and schedules. Oversee and manage the facilitation quality of
training classes; those include New Employee Orientation training,
client required product classes, and language base classes.
Accountable for Supervisors, Team Leads and Trainers certification.
Manage regular preparation of reporting on training completion to a
client and internal reporting. (Problem solving, attention to detail,
can-do attitude, persuasion and influence)
3. Improve the key
success metrics associated with training goals. These include:
•
Associate Performance 30 days post-training
• Training
Attrition
• Training Satisfaction
• ERGM
Gather information,
analyze data, observe the training process, and lead the effort to
consistently improve training process and performance. This includes
challenging every aspect of the training process. Recommended changes
must be monitored and measured to ensure bottom-line impact to the
process. Held accountable for attrition of agents, trainers and
overall project attrition. Responsible for Learning and Leadership
Development department success in meeting key metrics and quality
requirements. (Data analysis, customer focus, ROI calculations,
persuasion, problem solving, strategic thinking, achievement
motivation)
4. Actively manage the staff, support, motivate and
retain an outstanding team. Responsible for mentoring, training,
evaluating, and developing the staff. Provide support, information and
assistance. Accountable for managing all day-to-day issues and respond
to all issues as appropriate. Help the staff to set realistic and
measurable training goals, and develop appropriate reward program as
needed. Take responsibility for motivating and retaining an
outstanding team. Provide coaching and development opportunities to
Trainers and Team Leads, and address performance issues as
appropriate. Monitor progress towards achieving training goals.
(Leadership, staff development, accountability, coaching, motivation,
resourcefulness, high integrity)
5. Manage the
communication.
Maintain a positive, respectful and caring attitude.
Communicate problems clearly and collaborate with client and business
partners to ensure that issues will be resolved quickly with a minimum
long term impact. Offer clear and objective alternatives and work with
the team to help implement solutions. Identify and communicate any
potential training problems or challenges as they surface. Communicate
changes in priorities and direction of the goal or project to the
staff. (Team work and collaboration, fairness, follow through,
engagement, honesty, openness, directness, timeliness)
6. Escalate
system level issues to the appropriate systems/IT support/vendor team.
Clearly identify all system level errors including the scope of
problems and relative urgency. Provide clear documentation of problems
via email or ticketing system to the appropriate team. Answer
questions and assist in isolating the root cause of problems and
testing solutions to ensure problems have been addressed. (Systems
troubleshooting, sense of urgency, timeliness, analysis and problem
solving)
7. Ensure compliance with TTEC’s processes and tools,
system changes. Ensure compliance TTEC’s internal policies and
procedures as well as client requirements on training processes to
prevent and/or minimize potential challenges and problems. Responsible
for continuous improvement in the overall training process. Provide
immediate and direct feedback to the team to ensure full compliance
and high performance. Provide specific training and constructive
feedback on all aspects of the process. Maintain confidentiality of
sensitive data (Process understanding, attention to detail, process
improvement, timeliness, accountability, judgment)
Basic
Qualifications
• Strong understanding of TTEC’s business, core
values, and goals
• Ability to lead and partner successfully with
teams, management and client
• Ability to manage multiple, complex,
on-going tasks and projects
• High level of integrity, judgment and
follow through
• Strong coaching, people, and leadership
skills
• Strong attention to detail and desire to follow
procedures
• Strong analytical, verbal and written communications
skills
• Data analysis skills
• Proficient in Microsoft
Office
• Proficient in English, both written and verbal
•
Background in training and/or adult learning
• Trainer
Certification
Preferred Qualifications
• Knowledge of call
center business
• Call center experience
• Six Sigma
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
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