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Head of Training - Night Shift - Umhlanga Rocks

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This is a Head of Training position is a leadership position that requires the candidate to strategize learning solutions for various business units within the organization. The learning solutions directly support the performance deliverables for the various business units. Client Responsible for the employee learning proposition of the different business units Designing Training strategy that supports learnings requirements of the business units Managing multiple business units and multiple geographies thus customizing learning solution for each and every business unit Lines of Business require expertise in various industries namely Telkom, Insurance, Retail. Within these industries, the individual could support different lines of business which include Sales, Customer Service, Technical Support, Retention, Upsell and Claims. Different Geographies include clients from US, UK and AUS and our contact centers that are based in KZN, JHB and Kenya Proposing learning solutions that address requirements for Induction, On floor Training and Compliance and Regulatory trainings Leading Business Reviews with the clients and stakeholders. This will involve design of the business update, sharing key learnings and finalizing the plan of action for the subsequent quarters Partnering with clients to plan exchange programs for the training team which support cross functional working and transfer of expertise across sites Working on New Hire Training strategy & design periodically to ensure its effectiveness in meeting the needs of the Stakeholders & that it is in line with the Organization’s goal of improving business metrics Pioneering projects and interventions in the business and consolidating best practice to define the CCI ways of working Periodical interventions with Stakeholders/Clients to understand change in Business Focus and Requirements. Designing & Executing Training Needs Analysis Tools Designing On floor Cross skill and Upskill Training journeys Aligning all learning journeys impact performance measures for the business units Review of Training content and approach on a periodic basis Review of Training material and approach shared by the client and propose recommendations to support our audience. Customize the training journey keeping alive the cultural elements Create and execute Training ramp plan to transition large number of new hire intakes in short periods Designing the transition journey for new clients Aligning a Cost-effective Training Calendar to the Business delivery plan. Planning and creating weekly and monthly training calendars, aligning resources to the business requirements People Creating Employee progression plan for the team members directly reporting to the individual example Training Manager and reviewing the plan for the entire team. Introducing New Training methods like “Accelerated Learning Style” to improve knowledge retention. Creating and Implementing quarterly Employee Engagement activities to improve and sustain team Employee Satisfaction scores Creating effective Transition model for transitioning all new employees from Induction to On Job Training phase. Leading interventions with cross functional teams namely Recruitment, Finance, HR, Quality, Ops for smooth transition of new employees into the organization Supporting ongoing talent management interventions Design robust trainer and training manager development strategy which supports the new employees joining the team, Product Training sign off’s and maintenance for ongoing basis. This will involve Knowledge, skill and behavior. Conduct Monthly performance conversation with training managers and create their PD plan. Review that the same has been completed with all trainers. Focus on Team development through Training observations and coaching observations. Conducting Weekly catch up to review team performance and finalize the plan of action Support all development programs for the team Design ongoing succession plan for members joining the team from floor trainers to trainers and Training Managers Design Train the Trainer strategy for new trainers and floor trainers joining the team Design and conduct assessment centers for training manager profiles Attend and assess assessment centers conducted for different roles in the business Partner with different stakeholders like Recruitment, HR and Ops to design and deliver New Employee Orientation Program which aligns all new employees to the policies, talent journeys and company overview Working with different stakeholders to respond to RFP’s for new clients. Identification & Selection of Training tools, Technology, Methodologies & Providing end to end solutions Process and Risk Review Skill matrix for all trainers, thus ensuring we have enough team members to support ramps, ongoing trainings and any new launches Review approach for floor trainers to ensure training delivery standards are maintained Design the operating rhythm for training manager and review all activities are completed Design all training content with measures of success using industry standard practice like Kirkpatrick model of evaluation Defining processes with the L&D function and creating a standardized operating model for all levels within the team. Customize any processes specific for each client Creating Roles and Responsibilities for all team members Design governance model for all key KPI’s within the L&D function. This involves weekly audits to control any cost leakages within Induction Batches Design and review MI reporting for all key metrics within L&D Review asset management with L&D Review administrative requirements like training rooms, stationary and have a robust governance model Attend Weekly Planning meeting to decide and align L&D resources to different priorities Identifying areas of standardization in Training, Recruitment and On Job Training and designing policies to fill identified gaps and streamline processes. Financial Management Review of Training payroll on a monthly basis Adhering to a Training Budget for the business units. Working with Training Vendors and designing customized Training programs as per Training Calendar. Planning Trainer Hiring and Training manager hiring, and Bandwidth allocation based on Organization requirements. Working with external vendors for new tools etc. Working with different teams on any new requirements, namely setting up of new training facilities and maintenance of existing equipment Hiring of all members within the standard budgetary sign off’s Competencies, Skills and Abilities: Strategic Orientation Analytical Thinking and Decision Making Emotional Intelligence Adaptability & Learning Inclination to Lead Confidence Passion Discretionary Effort Culture Fit Self-Motivation & Drive Career Aspiration Innovation People Management Planning and Organising Project Management Capacity Management Stakeholder Management Microsoft Office products Designing Strategy and Structure 5-10 years’ experience of which minimum of 4 years Head of Training experience, ideally within a call center environment 5yrs. Management experience is essential 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 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 5-10 years’ experience of which minimum of 4 years Head of Training experience, ideally within a call center environment 5yrs. Management experience is essential 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 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 Apply Now
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