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Training Manager BPO - (Financial Services) - Umhlanga Rocks

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Job Role: This is a Manager position that is a leader-manager role that requires the candidate to train, design and develop, and evaluate training and development initiatives to achieve all operational performance objectives (New Hire Training, Induction, Floor rollouts, tools, refreshers, Product, Process, system and soft-skills). The Role of the manager is expected to also be a change agent and a knowledge manager. Key Responsibilities: Client Implementing New Hire Training design periodically to ensure its effectiveness in meeting the needs of the Stakeholders & that it is in line with the Organization’s requirements of improving Customer Experience Manage multiple accounts from various industries. Clients could be domestic or international. Liaise with Operations Managers and Sr. Managers for all the accounts to implement training plan. Operates as an account manager for the call center's Operations & Quality functions to understand any training needs/interventions required and provide necessary training solutions. Coordinating with Training Vendors and designing customized Training programs as per Training Calendar. Liaise closely with clients for feedback and content improvements. Execute program transition with new clients. Designing & Implementing effective Cross Skill / Up skill Training/Refreshers/Floor Support or any other intervention in consultation with Operations, Quality, HR and any other stakeholders. Identifying areas of standardization in Training, Recruitment and On Job Training and developing training procedures to fill identified gaps and streamline processes. Identifying areas of standardization in Training, Recruitment and On Job Training and developing training procedures to fill identified gaps and streamline processes. Designing & Executing Training Needs Analysis Tools. Create and execute Training ramp plan to transition large number of new hire intakes in short periods Liaise with clients to understand program objectives and milestones and plan training based on that. People Coordinating with Operations, Workforce planning, Recruitment, Human Resources and other stakeholders to effectively implement all trainings. Operate with 1:10 Trainer ratio. Creating and implementing Employee development plan. Introducing creative New Training methods & skills. Conducting workshops with Trainers to improve their knowledge and skills. Conducting trainer interviews and selection as per departmental requirements. Conducting Assessment Center for Trainer Recruitment and selection Create and maintain Skill matrix for all trainers Creating and Implementing quarterly Employee Engagement activities to improve and sustain team ESAT. Ensuring the training team stays updated with knowledge of relevant Training areas through periodical Knowledge and Skill assessments Developing Job Knowledge Evaluation Tools like Trainer Assessments and Trainer Delivery Evaluations. Work closely with Gradbay managers from various accounts to ensure smooth transition of agents and help them achieve their performance targets. Ensure existing staff receive appropriate and timely refresher / remedial / cross skill training as per business needs. Manages floor support activities to identify gaps in customer service/communication skills/product process knowledge and implement training interventions aimed at continuous improvement in advisor performance Manages the performance & development plans of the training team including mentoring, coaching & upskilling Conduct Monthly performance conversation with all trainers and create their PD plan Focus on Trainer development through Training observations and feedback, coaching observations, Conducting Knowledge Tests, One on One conversation, Conducting skill workshops. Process and Risks: Implementing the Training Calendar as per Business delivery plan. Managing all training calendar/schedule effectively including planning training resources and training room requirements as per ramp plans Periodical interventions with Operations to understand change in Business Focus and Requirements. Selection and TTT with floor trainers to ensure training delivery standards are maintained Defining measures of identified training parameters. Identifying areas of standardization in Training, Recruitment and On Job Training and developing training procedures to fill identified gaps and streamline processes. Ensuring all training is delivered and completed successfully with a measure of success attached. Ensures that all new hire staff have an adequate transition to the Operations floor. Manages ongoing version control/changes & the quality of all training content and material & keep it updated at all times Follows the operating rhythm for training manager and reports completion of tasks. Attend Content reviews, WBR, MBR with clients and Operational stakeholders to identify training requirements and suggest improvements. Experience and Skills Required: 3-5 years’ experience of which minimum of 2 years Training Manager experience, ideally within a call center environment (including design, development, preparation & implementation of training Version 01_ 2017 (Controlled by Melissa Moodley) |PROMOTIONS POLICY 4 Management experience is essential Background in managing a financial services campaign an advantage Excellent written and verbal communication skills Ability to work as part of a team as well as demonstrating own initiative Ability to work on multiple projects/tasks and remain 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 Market Related Experience and Skills Required: 3-5 years’ experience of which minimum of 2 years Training Manager experience, ideally within a call center environment (including design, development, preparation & implementation of training Version 01_ 2017 (Controlled by Melissa Moodley) |PROMOTIONS POLICY 4 Management experience is essential Background in managing a financial services campaign an advantage Excellent written and verbal communication skills Ability to work as part of a team as well as demonstrating own initiative Ability to work on multiple projects/tasks and remain 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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