What You\u2019ll be Doing<\/p>\n
\tThis role is ideal for an energetic and enthusiastic Senior Leader with flair and ability to drive and motivate others. This role leads the Learning and Development function in region and delivers implementation of improvement plans for the individual(s), team(s) and site(s) under their umbrella of responsibility together with the local operational leadership teams. They do this based on data & learning needs analysis aimed at ensuring the right quality of service is achieved and remains consistent for our customers worldwide.
\n\tYou are responsible for direct management of a team of Customer Service Learning and Quality experts, with a strong and proven track record of driving and managing performance in the Quality and Learning field. You will be part of the leadership team in region and the SME for L&D locally in South Africa.
\n\tThis role is ideal for a self- motivated, energetic and enthusiastic Learning & Development leader with a passion for customer service. They have a proven ability to lead a team of learning and quality experts who are able to identify learning needs or performance opportunities, work in collaboration with a management team to build towards concrete performance objectives, as well as train and coach others.<\/p>\n
Responsibilities<\/p>\n
\tDrive site performance \u21d2Partner and consult with the site operational leadership team to conduct a quantitative & qualitative analysis (holistically) of site \/ regional performance. Be accountable for creating and driving appropriate action plans with key stakeholders
\n\tQuality solutions or plans to improve performance & close learning or knowledge gaps \u21d2Looking holistically at the site KPI\/indicators and understand the value-add\/contribution T&Q (root-cause, deep-dive, collaborating with key leadership team and support staff).
\n\tDevelop Learning & Quality team Members – Observation team members\u2019 performance provide feedback and coach individuals to grow and develop, succession planning, development opportunities, coaching, feedback
\n\tDrive execution of Quality Operating Model & Standards – Responsible for strategy and calibration indicators (Attendance and Accuracy for now while others may be added);
\n\tPerformance of agents\u2019 first 90 days – Provide Recruitment feedback on New Hire fit for hire with local recruitment. Accountability towards New Hire development during New Hire cycle
\n\tTraining Planning \u21d2Assign resources to the training duties onsite and ensure it\u2019s being managed properly and work with scheduling and Facilities for appropriate resource requirements<\/p>\n
Desired Skills and Experience<\/p>\n
\tMinimum 5 years in L&D and Training and Quality ideally in a customer experience or BPO environment.\u00a0
\n\tLeadership experience of training and quality teams across multiple clients and campaigns over multiple geos.
\n\tPossess excellent written and spoken English communication skills and interpersonal skills
\n\tExcellent organizational skills
\n\tAble to work independently, as well as extremely team-focused; supports team and peer decisions
\n\tMeticulous attention to detail
\n\tAble of working cooperatively with people of diverse \u00a0backgrounds regardless of personal differences
\n\tTo be the change ambassador, with the ability to drive change by owning the measuring of the adoption of change, showing flexibility and adapting to the dynamic Customer Service environment
\n\tReceptive to feedback, takes directions and is aware of development areas
\n\tAbility to self-motivate and manage own time
\n\tAbility to own your own development and with a growth mindset
\n\tAbility to facilitate quality calibrations in a face to face and virtual environment, with peer group and global stakeholders
\n\tPartner with global learning team to provide input, review created materials, and support delivery of workshops
\n\tAbility to adopt a consultative approach with stakeholders
\n\tAbility to conduct deep dives as part of overall root cause problem solving, analyze and create report on outcomes
\n\tAbility to use the Learning Management System for basic learning activities e.g. ability to pull and analyze reports, upload content, create learning courses<\/p>\n
Knowledge<\/p>\n
\tDemonstrate an understanding of facilitation and questioning \u00a0 techniques
\n\tGood understanding of adult learning principles and learning styles
\n\tGood understanding of the learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
\n\tProven experience in improving performance through a Quality Management Tool, and \/ or experience working with call centre quality programs
\n\tGood understanding of the Customer Service business at Booking or similar environment
\n\tCustomer Service outcome oriented
\n\tAvailable full time and flexible in both schedule and tasks based on local needs
\n\tExperience of data analysis
\n\tExperience of root cause problem solving methodology
\n\tExperience in change management methodologies
\n\tExperience of project management methodology
\n\tExperience of facilitating a quality calibration process<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"TTEC","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"TTEC (pronounced t.tec) We help companies build engaged, happy, profitable customer experiences powered by our combination of humanity and technology.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-13272","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/13272","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=13272"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=13272"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=13272"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}