CALL CENTRE L & D MANAGER UMHLANGA

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
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 Job Description Learning and Development Manager
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
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
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
Output
Management and auditing of learning interventions and learning records
Employee




Skills, Knowledge and Experience Requirements
ODETDP Qualification and Professional Training related qualifications essential
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