1. Manage the Learning Strategy

Review performance and skill matrix for all trainers, ensuring sufficient learning resources to support onboarding, ongoing learnings and new campaign launches

Support the development of all E-learning content with measures of success aligning to the standard industry practice like ADDIE or the Kirkpatrick model

Defining processes and revisit the operating model for all levels within the L&D team. Adopt the model to meet specific client expectations

Conduct weekly audits to control or mitigate risks during onboarding and the performance management cycles

Attend weekly planning meeting to align L&D resources to business priorities

Continuously review L&D procedures and processes with the intention to streamline or close identified gaps between Recruitment, Learning and On Job Training.

Review and Re-ignite the onboarding, upskilling and performance management learning journeys

2. Learning Curriculum Management

Introduce effective learning methodologies and efficacies for LMS development

Measure the effectiveness of all learning interventions through feedback and operational performance reports

Continuously evaluate the effectiveness and adoption of learning interventions and implement necessary amendments and changes

Ensure that detailed skills gap audits are carried out daily, accurately analyzing information to suggest suitable, practical learning solutions to close gaps identified

 Constantly creating new and improved learning and coaching methods for implementation within the L&D structure

3. People Management

Design the personal al growth development strategy for direct reports and learners. Conduct weekly discussions to review team and learner performance.

Create a solid transitioning model for new onboards from E-learning, Practical Training to the On-Job Training phase

Build and maintain strong L&D partnering relationships with all external clients

Work with the Sales Operations, QA, Marketing, other support functions and stakeholders to develop relevant learning interventions once specific behaviours of learning needs are identified

4. Management Reporting 

Review all MI reports, analyse and share insights that continuously drives and meets business outcomes and objectives

Manage and maintain all housekeeping requirements i.e. learning areas, equipment and assets

Create management reports of all activities and monitor, measure, manage ROI

Management and auditing of learning interventions and learning records

Skills, Knowledge and Experience Requirements

Qualifications

• ODETDP Qualification / Professional Training related qualifications essential

Knowledge

• Sound knowledge of Telesales in both the Financial and Telecommunications sector will be an advantage
• A sound understanding of the Contact center operations, policies and procedures

Experience

• More than 5 years Learning and Development management experience ideally in a BPO contact Centre environment required

Skills Required

• People Management,
• Analytical thinker, Project Management
• Innovative and self-driven,
• Excellent planning and organizational skills
• Strong confident leadership skills
• Must be able to manage capacity requirements, resources, and stakeholder relationships
• Agile, Emotionally Intelligent, Culture fit,
• Excellent written and verbal communication skills,
• Must be passionate about people and people development
• Microsoft Office proficient
• Able to work under pressure whilst remaining flexible and adaptable to change