Are you an experienced Contact Centre Quality Manager?
We are looking for an experienced Learning Manager to undertake a new role at our in Cape Town.
At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential. We focus on you and, with your drive, look to create your best moments.
What you’ll be doing
As a Learning Manager you will ensure that Foundever’s employees are provided with the learning and
development that they need to meet the organisation’s vision and key strategic and operational objectives.
The key areas of activity are to develop processes and mechanisms for identifying training and development needs, designing solutions to meet those needs and delivering high quality interventions which support the work of the organisation and its employees.
You will also manage your team of Learning Specialists to create a culture of continuous development; designing fit for purpose learning programmes and evaluating their impact, making sure training resource is in place to adequately support the business requirements.
In addition, you will proactively try to drive digital learning tools; creating interesting, innovative programmes that engage the team and also work with clients and senior stakeholders to align the learning agenda to the needs of the business.
About you
It is essential that you are an experienced Learning Manager and have worked in the BPO/Contact Centre sector. You will have passion for continuous improvement and customer excellence with the desire to drive this consistently across the site.
It is key that you are a confident and have the ability to report on an analyse data and present this back in formal settings and to clients.
You will have excellent communication skills, both verbally and in writing and are able to confidently present.
Key Responsibilities: Support the senior leadership team by providing development to the Coaches and managers to support delivery of the business objectives. Provide development programs and initiatives designed to progress the skill and knowledge of individuals within the learning team Learning Team Development: Manage, appraise and develop a team of trainers to enable them to progress effectively. The ability to grow the learning team in ability and reputation. Provide leadership development to team coaches, operations managers and senior support managers. Versed in advanced management development techniques and programs. Active member of the regional learning function, support and lead regional initiative and training programmes rollouts across the site Ensures trainers are constantly coaching new recruits on the operational floor. Support the site Succession Planning framework and facilitation of learning. Provide creative learning solutions in line with business needs using virtual and e-learning solutions Supervise the day-to-day activities of the trainers ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results. Design learning strategies to fill needs as identified through analysis, and in partnership with the Site Leadership Team. Be part of the site senior leadership team and show flexibility to support the associated duties. Develop evaluation and validation instruments to collect and interpret data, assessing organization needs and training program effectiveness. Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources. Gap analysis for all learning specialist Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate. Serve as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global Learning solutions. Actively pursue self-improvement opportunities. Develop rolling 12 month plans that fits in with site strategy and employee satisfaction surveys. Significant focus on 30/60 and 90 day staff attrition/retention. Work very closely with the operations team having regular checkpoints in the training, development and handover processes. Further Responsibilities: Delivery of training programs to leaders and managers Attend, participate or coordinate strategy related meetings or initiatives for performance or budget improvement Create, Implement, adhere to, review and or create policies and procedures Provide timely & regular reporting to key stakeholders Documentation review and creation for continuous improvement Audit Induction & recursive materials and delivery including L&D documentation Ensure all Risk accountabilities are delivered against Co-ordinate and lead in the strategic goals of the campaign ensuring project deadlines and outcomes are achieved Ensure a flexible pool of resources are built and maintained through the on-going review of an LDO induction and succession planning programme Build and maintain effective working relationships with customers to ensure the credibility & integrity of the L&D function is maintained and strategic requirements are understood and met. Responsible for the learning journey and maintenance of knowledge for all campaign staff. Performance appraisals discussions and signoff Collaborate with internal stakeholders, HR, Recruitment etc to ensure we maintain the quality throughout the business Ramp plan projects New business implementation Blue skye training rollout CRs rollout for various clients Redeployment of staff management Your Profile and Experience Leadership: Excellent leadership skills with experience delivering and facilitating learning and development interventions. Expertise: Minimum of 3-5 years’ managerial experience in coaching, mentoring and developing others in a complex, fast paced environment. Communication skills: Excellent Interpersonal/communication skills, communicating at all levels. Analysis: Proven ability to use IT competencies and skill to analyse client’s needs and agree client specifications of learning content/materials. Critical thinking: Effective problem-solving skills. Presentation: Excellent presentation skills with the ability to design and develop training material. Problem Solving: A strong problem solver with the emotional and intellectual resilience to make key decisions. Client: Proven client relationship skills. Organisation: An organised individual, with the ability to plan and prioritise. Knowledge: The ability to design and evaluate learning material – create a facilitators guide and participants material to support technical programmes.
Salary and benefits (Dependant on Experience) Rand per Month plus Private Medical & Pension
Location – Waterfront Cape Town.
Working Pattern – 40 Hours per week - US working hours required – Non negotiable
Contract Type – Permanent
If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.
[ever] creative. [ever] committed. [ever] connected.
foundever.com