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Gaming Industry Expert

2 weeks ago

Johannesburg, Gauteng, South Africa Digital Gaming Corp. Full time
About the Role

We are seeking a highly skilled Contact Centre Learning Director to lead our learning and development initiatives. The successful candidate will have a minimum of 3 years of experience in management, training, or quality assurance within a contact centre environment.

The ideal candidate will have a strong understanding of industry regulations and compliance requirements, as well as excellent communication and interpersonal skills. They will be responsible for designing, developing, and delivering comprehensive onboarding training programs for new contact centre staff, ensuring customer journey elements and business processes are up-to-date.

In this role, you will also be responsible for managing the annual exams and PEP process, staying abreast of learning and development industry trends, and implementing innovative training practices and technology.

Key Responsibilities:

  • Design and deliver comprehensive onboarding training programs for new contact centre staff
  • Develop and implement training programs to address skill gaps and improve customer service
  • Manage the annual exams and PEP process to ensure compliance with industry regulations
  • Stay up-to-date with industry trends and best practices in learning and development
  • Manage a team of training facilitators and team leads to ensure high-quality training delivery

Requirements:

  • Bachelor's degree in a related field (e.g., education, human resources, business)
  • Minimum 3 years of experience in management, training, or quality assurance within a contact centre environment
  • Strong verbal and written communication skills
  • Ability to design and deliver engaging training programs
  • Knowledge of industry regulations and compliance requirements