Allgemeine Angaben Bewerbungsfrist 15-Nov-2024 Standort ZA - Cape Town - Woodstock Land Südafrika Job Kategorien Support Positions Work Style On Site Jobbeschreibung Key Responsibilities Leadership and Team Management: Lead, mentor, and develop a diverse team of trainers, training team leaders, training coordinators, and quality coaches.
Foster a collaborative and high-performance culture within the training team.
Training Planning and Logistics: Oversee the planning and logistics for induction training, including scheduling trainer resources and training classrooms.
Schedule and plan refresher and upskill training sessions to ensure continuous development of existing staff.
Manage the scheduling and planning for backfill and attrition training to address staff turnover and ensure smooth operation.
Develop and implement comprehensive training plans that align with client requirements and organizational goals.
Client Engagement: Engage with clients to understand their training needs, including timing, course durations, content, and system requirements.
Regularly liaise with clients to provide updates, gather feedback, and ensure training programs meet client expectations.
Training Content and Delivery: Focus on developing and enhancing soft skills and communication skills through tailored training programs.
Design, develop, and update training materials that emphasize the importance of effective communication and interpersonal skills.
Implement train-the-trainer methodologies to ensure effective knowledge transfer and consistency in training delivery.
Training Needs Analysis: Conduct thorough training needs analysis to identify skill gaps and training requirements.
Collaborate with clients and internal stakeholders to ensure training programs address the specific needs of the workforce.
Use data-driven approaches to assess training effectiveness and make informed decisions on program adjustments.
Quality Assurance: Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
Work with quality coaches to identify areas for improvement and implement corrective actions.
Resource Management: Ensure the optimal utilization of training resources, including trainers, classrooms, and materials.
Coordinate with other departments to manage training schedules and avoid conflicts.
Key Skills and Competencies Leadership: Demonstrated ability to lead and motivate a diverse team.
Communication: Excellent verbal and written communication skills; capable of engaging effectively with clients and internal stakeholders.
Organizational Skills: Strong planning, scheduling, and logistics management skills.
Training Expertise: Proficiency in developing training materials and implementing training programs focused on soft skills and communication.
Client Focus: Ability to understand and meet the specific needs of diverse clients from different sectors.
Analytical Skills: Ability to evaluate training effectiveness and identify areas for improvement.
Desirable Experience Similar Role: 2-5 years of experience in a similar role within a contact centre or outsourcing environment.
International Clients: Experience in engaging with international clients and understanding their training needs.
Multi-sector Experience: Exposure to training across various sectors/verticals.
Training Material Development: Proven experience in developing training materials and content tailored to different audiences.
Education and Qualifications Degree: A relevant degree in Human Resources, Training and Development, Education, or a related field is desirable but not a precondition.
Certifications: Professional certifications in training and development are an added advantage.
Work Environment Location: Based in Cape Town, with the possibility of travel for client engagements and training delivery.
Schedule: Flexibility to accommodate varying client schedules and training timelines, including the potential need for unusual hours of work to accommodate international client requirements and global time zones.
Key Personal Attributes Empathy: Ability to understand and address the training needs of a diverse workforce.
Adaptability: Flexibility to adapt training approaches based on client and organizational requirements.
Initiative: Proactive in identifying training needs and developing innovative solutions.
TELUS Values: TELUS recognizes and embraces the importance of values in our ever-changing workplace.
To be successful, all applicants must demonstrate behaviors that are reflective of our values: We passionately put our customers and communities first We embrace change and innovate courageously We grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Zusätzliche Stellenbeschreibung The Training and Development Manager will lead a dynamic team of trainers, training team leaders, training coordinators, and quality coaches in a multi-client contact centre outsourcing business.
This role is critical in ensuring the effective planning, execution, and continuous improvement of training programs to meet the diverse needs of our clients EEO Statement At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.
TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.
We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors.
With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Ref Number Req_00145998