Category: Human Capital & Transformation - OF5300
Posted by: Alexander Forbes
Posted on: 29 Jul 2024
Closing date: 06 Aug 2024
Location: Sandton
Purpose Of The Job
The purpose of this position is to provide / lead training. Also manager call / BO transaction monitoring team who will be responsible for monitoring calls, giving feedback then making plan on how to improve QA scores and meet target. The Manager is responsible for managing, facilitating, and coordinating training and quality assurance for customer service representatives, ensuring that the team is fully trained and proficient in their position duties. This position is responsible for training and call monitoring across all sites. The Training Manager will work closely with Operations to design, develop, facilitate and deliver course instruction to customer service representatives in a professional and effective manner
Overview
Operational Effectiveness
- Conduct new hire training on a regular basis, including the preparation of all training materials and facilities associated with each discipline
- Conduct recurrent and remedial training and meetings
- Oversee new hires in-training; follow up at the completion of new hire training classes by answering questions and correcting any inadequacies
- Effectively recognize potential growth opportunities in all individuals being trained so that the organization may benefit at all times from the best and the brightest within its ranks, making recommendations for additional training or promotions for such individuals as appropriate
- Assess strengths and weaknesses of individuals and nurture both to create well-rounded employees
- Share continual responsibility for ensuring staff members adherence to Company policies as well as work procedures and processes
- Address disciplinary and/or performance issues; make effective and appropriate decisions relative to corrective action as required
- Respond to and resolve employee relations issues
- Handle escalated priority issues
- Attend meetings within business and draft, create and train staff if and when required
- Draft and maintain detailed SOP within each work stream
- Responsible to Initiate and manage yearly contact centre learnership program
- Develop and maintain an online training platform
- Develop a training and QA dashboard highlighting the teams performance
- Use innovation and blended learning solutions
- Adapt training style to suit the group of learners
- Quality of delivery as per the quality management system
- Applying OBE principles by making use of relevant activities and taking into account a variety of learning styles
- Training is adapted in line with learner demographics
- Benchmark of 85% based on trainer delivery scorecard
- Conduct needs assessment to identify training needs for new hires and existing employees through open communication with all levels and departments of the organization
- Analyse gaps in learning
- Provide recommendations to business on improving performance
- Ensure that learner profiles are created for all new staff
- Utilise relevant tools within the business to identify performance needs i.e. QA reports, customer survey, complaints
- Consult on a regular basis with business to determine gaps in learning
- Monitor staff performance and recommend relevant interventions
- Identify gaps in learning and update learning material
- Communicate reports with the relevant role players
- Post Training support
- Provide feedback on learners to management
- Bridge the gap between learning and performance
- Provide support to new learners and provide coaching and guidance
- Provide feedback to management on each learner after completion of specific training programme
- Provide job aids; on-the-job assistance and link learners to resources
- Partner with management team to keep appropriate personnel appraised on ever-changing policies and procedures to ensure a consistent customer experience
- Accountable for developing staff
- Development of training material facilitators guide; learner guide as per expected standard
- Meet ETD standards and make use of correct templates; format; font; grammar & spelling
- Use innovation alternative learning solutions, include eLearning tools
- Produce, modify, and present training materials pertaining to Customer service representatives according to business needs
- Develop written assessments
- Conduct assessments
- Compile written assessments to the appropriate level
- Score assessments accurately
- Provide a report to management and staff on assessment results
- Provide individual feedback to learners when required
- To make appropriate and timely decisions regarding learners learning and development
- Evaluation of learning using Kirkpatricks model
- Evaluate the training sessions using evaluation sheets to be completed by learners
- Assess learner competency using formative and summative assessments
- Assess transfer of learning into the workplace using call assessments; observation, feedback from team leaders
- Monitor, evaluate, and/or record training activities to assess program effectiveness
- QA assessments to be done weekly
- Monthly report to be compiled and sent to management & staff
- Two calls to be assessed weekly per staff member
- Weekly and monthly reports to be provided to business
- Quality of assessments to be of a high standard
- Provide feedback to learners and managers regarding learners performance and results; communicate changes to business with regard to product; processes or systems; provide regular QA and training reports to relevant stakeholders
- Conducts regular coaching
- Produces change
- Documents coaching sessions
- Identify non-compliance and take further action
- Minimum 2 coaching session per agent every month
- Uses various methods during coaching to effect change i.e. role plays etc.
- All coaching sessions are documented and saved in Training folder
- Identify poor performers and work with line manager to create change
Higher Certificate:
- Education, Training and Development Practice (ETDP)
- Train-the-trainer / Assessor / Moderator certification (Desirable)
- ISO 9001:2015 Quality Management System / Awareness
- Minimum 5 years experience In managing a group of QA specialists and trainers in a Contact centre
- Proven presentation and facilitation experience
- Insurance/employee benefit industry experience will be beneficial
- Minimum 5 years training experience of the full training cycle (analysis, design, development, implementation and evaluation)
- Knowledge of classroom training best practices, methodologies, and techniques
- Knowledge of design and interactive storytelling
