Job Description

Training Manager - Cape TownFull job descriptionJob descriptionThis role forms a part of the Learning and Development function within the Teleperformance UK & South Africa L&D team, the role holder will work very closely with Operations teams and will focus on partnering with Senior Managers in South Africa to support them with the optimization of business improvement through robust analytics, insight, recommendations and actions. The role holder will also be expected to support all L&D matters and be part or fully qualified in Facilitation and Management. This will be a challenging and rewarding position, which will require a hardworking, detail orientated, efficient, conscientious individual seeking their next career move.We firmly believe in hiring for fit for purpose aligned with TP and our partners core values, which are:Teleperformance offers a fun, people centric working environment, where we fully support you in demonstrating continuous growth and excellence in performance!Key Performance IndicatorsManage, Lead and develop your own team to ensure that they satisfy the requirements of their role.Evaluation of current training and developmental programmersTPSA and client training materials are designed and maintained accuratelySupply training for new recruits, existing call staff and managers to satisfy the requirements of campaigns and accountsPromote training projects as required to support the needs of the businessTake ownership for own performance actively seeking opportunities to improve and developKey ResponsibilitiesTraining Provision and ComplianceEnsures provision and achievement of all products, process, system and compliance training requirements within the business unitDevelops and delivers the operational training material necessary to meet client & business requirementsDelivers training where required as part of the Business Unit Training teamCollaborates with People Development and provides input on the role out of development programs across the Business UnitTraining ManagementManages overall training processes and assumes accountability for the Business Unit training managementEstablishes and implements programs for training improvement, and adopts the People Development success measurement criteria as best practiceWorks with Head of Operations Training to identify both external and internal best practice training mechanisms, approaches and modulesWorks with the Head of Operations Training to identify the need for, and develop or source, any accredited training modules that are client and operation specificCollaborates with People Development to ensure all Business Unit development requirements are metReporting and StandardsReports on the benefit and value of training delivered within the Business UnitDelivers reports to meet the Business Unit requirements and standard reporting requirements within the Teleperformance businessIdentifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with People Development, Teleperformance best practice and contractual client requirementsDevelopment Needs AnalysisConducts effective training needs analyses for the Business unitProposes and delivers solutions to fill any identified gaps in competence in conjunction with Head of Operations Training and supporting resourcesCollaborates with People Development and the Quality team to ensure that competence gaps are filledExperience (Essential)At Least 2 years in a Training Management/Similar RoleProven experience in the design and delivery of Training InterventionsMust have extensive knowledge on SAQA & Unit StandardsRelationships with various SETA'sExceptional verbal and written communication, presentation, and interpersonal skills.QualificationsMatric Essential/EquivalentTraining QualificationTrain the Trainer DiplomaSkills Development FacilitatorAssessorModeratorSkills/personal attributesSolid understanding of the role and influence of training and development on achieving business goals.Situational leadership skills with a natural ability to motivate others towards the achievement of KPIs and targets.Ability to identify and respond appropriately to training requirements is essential.Demonstrates flexibility showing willingness to adjust to multiple demands and shifting prioritiesCommitted, Enthusiastic, Positive, Resourceful and Resilient.Excellent oral and written communication skillsEvidence of excellent organizational skills and project managementEvidence of excellent organizational and project managementUnflappable approach and able to cope under pressureAbility to work in confidential environment and deal sensitively with individualsAttributesAttention to detailAdherence to deadlinesTeam PlayerReliabilityInitiativeAssertive / confidentFlexibleHighly energetic and enthusiasticDedicatedAdaptiveQuality OrientatedExperience:Management: 5 years (Preferred)BPO: 2 years (Required)Training and Development: 2 years (Preferred)Education:Diploma (Preferred)Job Types: Full-time, PermanentExperience:BPO: 1 year (Required)

Skills Required