Job Description

Learning and Leadership Development Manager xe2x80x93 Cape Town SA

At TTEC, wexe2x80x99re all about the Human Experience. Elevated. As a L&D Manager in Cape Town, South Africa youxe2x80x99ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

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:

xc2xb7 Associate Performance 30 days post-training

xc2xb7 Training Attrition

xc2xb7 Training Satisfaction

xc2xb7 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 TTECxe2x80x99s processes and tools, system changes. Ensure compliance TTECxe2x80x99s 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

xc2xb7 Strong understanding of TTECxe2x80x99s business, core values, and goals

xc2xb7 Ability to lead and partner successfully with teams, management and client

xc2xb7 Ability to manage multiple, complex, on-going tasks and projects

xc2xb7 High level of integrity, judgment and follow through

xc2xb7 Strong coaching, people, and leadership skills

xc2xb7 Strong attention to detail and desire to follow procedures

xc2xb7 Strong analytical, verbal and written communications skills

xc2xb7 Data analysis skills

xc2xb7 Proficient in Microsoft Office

xc2xb7 Proficient in English, both written and verbal

xc2xb7 Background in training and/or adult learning

xc2xb7 Trainer Certification

Preferred Qualifications

xc2xb7 Knowledge of call center business

xc2xb7 Call center experience

xc2xb7 Six Sigma

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