Learning and Development Manager - Call Centre Umhlanga

 

Recruiter:

Adele Wint & Associates

Job Ref:

LEARNING AND DEVELOP..

Date posted:

Tuesday, June 28, 2022

Location:

Durban, South Africa

Salary:

market related salary package


SUMMARY:
Our client, a large successful call centre is looking for an experience Learning and Development Manager to join their team.

JOB DESCRIPTION:

 

Responsible for planning, leading, organizing and controlling of performance deliverables in L&D in the following areas:

 

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

 

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

Similar jobs you might be interested in:

Learning & Development Manager
Location: Durban
Salary:
54 days ago


Senior Learning and Development Specialist (BPO)
Location: Umhlanga Ridge
Salary: R0 per month
Senior learning and development Specialist (BPO)
7 days ago


Senior Learning and Development Specialist (BPO)
Location: Umhlanga Manors
Salary: Market related
Senior learning and development Specialist (BPO)
8 days ago


HR Manager
Location: Durban
Salary:
Our client is a property development organisation seeking an experienced HR manager to join their team. The successful candidate will be responsible for leading and implementing end-to-end Human Resources strategies, policies, and operational HR functions within a fast-paced property development environment,including employee relations, payroll oversight, compliance, and organisational development...
20 days ago


Diesel Technician
Location: Pinetown
Salary: Monthly
New role is available for a Diesel Technician for our client in the Automotive industry based in Pinetown KZN.
22 days ago


Program Team Leader - Development and Solutions
Location: Westville
Salary: Salary Bracket will be shared upon shortlist
Program Team Leader - development and Solutions
14 days ago


Junior Developer
Location: Durban
Salary:
14 days ago


Finance Academic Manager
Location: Durban
Salary:
26 days ago


Junior Bookkeeping Intern
Location: Durban
Salary:
Signa Opportunity  is recruiting unemployed youth for quality workplace experience through the Youth Employment Service (YES) initiative.About the YES Initiative:The initiative was launched by the President in 2018 and is a partnership with the government and labour department to collectively devise a national plan to build economic pathways for South Africa’s youth by creating workplac...
33 days ago


Principal IT Infrastructure and Network Engineer
Location: Durban
Salary:
39 days ago


Create a free job alert for Learning and Development Manager - Call Centre Umhlanga in Durban

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions