Operations Training Team Leader

7 months ago

Cape Town, South Africa Teleperformance South Africa Full time

**Job Summary/Overview**

The Operations Training Lead helps the organization by developing, facilitating and supervising training programs for employees. They assess the needs of a business, implement training and development plans, and facilitate a wide variety of training programs that enhance the effectiveness of the workforce. Training Team Leaders work to ensure employees are equipped with the requisite knowledge and skills to complete their tasks successfully. They devise learning strategies to ensure that the business and client strategic objectives are met.

**Key Responsibilities and Requirements**
- Ensuring strategic alignment of the training department with business goals
- Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance
- Identifying training needs by consulting with stakeholders and using needs assessments
- Developing and delivering training solutions that meet business needs
- Optimizing training processes for efficiency
- Selecting and managing resources, including working with both internal employees and training vendors to develop and deliver training
- Managing the technologies and technical personnel required to develop, manage and deliver training
- Evaluate organizational performance to ensure that training is meeting business needs and improving performance.
- Assess employees’ skills, performance and productivity to identify areas of improvement.
- Drive brand values and philosophy through all training and development activities.
- Effectively communicate with team members, trainers and management.
- Keep abreast of training trends, developments and best practices.
- Excellent written, verbal and interpersonal communication skills.
- Superb track record in developing and executing successful training programs.
- Critical thinker with innovative problem solving skills.
- Fantastic organizational and time management skills.
- Strategic and creative mindset.
- Meticulous attention to detail.

**Delivery and Assessments**
- Facilitated a variety of learners using theory and practical hands-on exercises. They use approved lesson plans and course materials to achieve instructional objectives. They administer the related assessments and provide feedback to the necessary forums.
- Maintains their own level of expertise on instructional design and delivery techniques, including technology trends, industry and product knowledge. They also maintain their knowledge of the tools and product offerings of the business unit.
- Have technical knowledge of business and client product, service and solution lines and use this knowledge to design and deliver the necessary instruction to enable their clients to optimally perform their jobs. These individuals maintain their professional certification status by attending train-the-trainer sessions and other development or certification programs that are required to deliver the training programs they are responsible for.
- Training needs analysis
- They work closely with their clients to determine competency gaps in relation to technical expertise required by agents to deliver against client requirements.
- Routinely performs needs analyses proactively for new courses in relation to all lines of business on their assigned accounts
- Makes recommendations to the business on related Business improvements to support learning programs

**Training Administration**
- Co-ordinates all training related logistics and administration, including training attendance confirmation, venue booking and setup, reproduction of learner aids, etc.
- Produce training reports as and when required. These individuals keep records of training related information and work closely with the organization to ensure that the necessary systems are updated and maintained.
- They support in creating training efficiencies through the design of innovative and meaningful report templates

**Course development**
- Work closely with the Instructional Designers and client organization to assist with the development and/or maintenance of learning material on new and existing courses.
- Assist in designing the courses that they are required to instruct, including training aids, simulations and assessments in line with client requirements.
- Prepare course outlines and may be required to customize training and presentation slides as and when required.
- Deliver Train the Trainer for their courses

**People Management**
- Coach, develop and performance manage all trainers under their supervision
- Ensure that all performance and retention goals for each class are met for trainers and training classes under their supervision.
- Manage all processes required for the training classes and trainers under their supervision, to include payroll processing, reporting, auditing, terminations, etc.

**Communication**
- Represent the training organization in meetings and interactions with both Operations and client points of contact.
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