Job description
We work on behalf of prominent brands throughout the globe to deliver great customer service and solutions on their behalf. With a team of over 330,001 interaction experts working in 80 countries and serving 170+ different markets, Teleperformance are the worldwide leader in delivering an outstanding customer experience.
We are currently going through an incredibly exciting time and as we continue to grow our business in South Africa we have an excellent opportunity for enthusiastic, passionate and driven Training Manager to join our team. Our philosophy is transforming passion into Excellence!
Successful candidates will be working on behalf of Teleperformance UK and South Arica.
This role forms a part of the Learning and Development function within the Teleperformance UK & South Africa L&D team, the role holder will work very closely with Operations teams and will focus on partnering with Senior Managers in South Africa to support them with the optimization of business improvement through robust analytics, insight, recommendations and actions. The role holder will also be expected to support all L&D matters and be part or fully qualified in Facilitation and Management. This will be a challenging and rewarding position, which will require a hardworking, detail orientated, efficient, conscientious individual seeking their next career move.
We firmly believe in hiring for fit for purpose aligned with TP and our partners core values, which are:
Professionalism and Authenticity - Working collaboratively and inclusively across teams breaking down boundaries
Better and Innovation - Tenacious in delivering our best to get the right result, in the right way.
Commitment and Different - Being passionate, engaged and seeing opportunities
where others see problems
Teleperformance offers a fun, people centric working environment, where we fully support you in demonstrating continuous growth and excellence in performance!
Key Performance Indicators

• Manage, Lead and develop your own team to ensure that they satisfy the requirements of their role.
• Evaluation of current training and developmental programmers
• TPSA and client training materials are designed and maintained accurately
• Supply training for new recruits, existing call staff and managers to satisfy the requirements of campaigns and accounts
• Promote training projects as required to support the needs of the business
• Take ownership for own performance actively seeking opportunities to improve and develop

Key Responsibilities

• Training Provision and Compliance
• Ensures provision and achievement of all products, process, system and compliance training requirements within the business unit
• Develops and delivers the operational training material necessary to meet client & business requirements
• Delivers training where required as part of the Business Unit Training team
• Collaborates with People Development and provides input on the role out of development programs across the Business Unit

Training Management

• Manages overall training processes and assumes accountability for the Business Unit training management
• Establishes and implements programs for training improvement, and adopts the People Development success measurement criteria as best practice
• Works with Head of Operations Training to identify both external and internal best practice training mechanisms, approaches and modules
• Works with the Head of Operations Training to identify the need for, and develop or source, any accredited training modules that are client and operation specific
• Collaborates with People Development to ensure all Business Unit development requirements are met

Reporting and Standards

• Reports on the benefit and value of training delivered within the Business Unit
• Delivers reports to meet the Business Unit requirements and standard reporting requirements within the Teleperformance business
• Identifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with People Development, Teleperformance best practice and contractual client requirements

Development Needs Analysis

• Conducts effective training needs analyses for the Business unit
• Proposes and delivers solutions to fill any identified gaps in competence in conjunction with Head of Operations Training and supporting resources
• Collaborates with People Development and the Quality team to ensure that competence gaps are filled

Experience (Essential)

• At Least 5 years in a Training Management/Similar Role
• Proven experience in the design and delivery of Training Interventions
• Must have extensive knowledge on SAQA & Unit Standards
• Relationships with various SETA’s
• Exceptional verbal and written communication, presentation, and interpersonal skills.

Qualifications

• Matric Essential/Equivalent
• Training Qualification
• Train the Trainer Diploma
• Skills Development Facilitator
• Assessor
• Moderator

Skills/personal attributes

• Solid understanding of the role and influence of training and development on achieving business goals.
• Situational leadership skills with a natural ability to motivate others towards the achievement of KPIs and targets.
• Ability to identify and respond appropriately to training requirements is essential. Demonstrates flexibility showing willingness to adjust to multiple demands and shifting priorities
• Committed, Enthusiastic, Positive, Resourceful and Resilient.
• Excellent oral and written communication skills
• Evidence of excellent organizational skills and project management
• Evidence of excellent organizational and project management
• Unflappable approach and able to cope under pressure
• Ability to work in confidential environment and deal sensitively with individuals

Attributes

• Attention to detail
• Adherence to deadlines
• Team Player
• Reliability
• Initiative
• Assertive / confident
• Flexible
• Highly energetic and enthusiastic
• Dedicated
• Adaptive
• Quality Orientated

Experience:

• Management: 5 years (Preferred)
• BPO: 3 years (Required)
• Training and Development: 5 years (Preferred)

Education:

• Diploma (Preferred)

Job Types: Full-time, Permanent