Head of Training

Head of Training - South Africa
Head of Training and Quality South Africa - Cape Town

Bringing smiles is what we do at TTECfor you and the customer. As the Head of Training and Quality you will be working on site in Cape Town and leading out L&D and Training and Quality teams in South Africa. You’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

This 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.
You 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.

This 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.

**Responsibilities**:
Drive site performance Partner 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

Quality solutions or plans to improve performance & close learning or knowledge gaps Looking 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).

Develop Learning & Quality team Members - Observation team members’ performance provide feedback and coach individuals to grow and develop, succession planning, development opportunities, coaching, feedback

Drive execution of Quality Operating Model & Standards - Responsible for strategy and calibration indicators (Attendance and Accuracy for now while others may be added);
Performance of agents’ first 90 days - Provide Recruitment feedback on New Hire fit for hire with local recruitment. Accountability towards New Hire development during New Hire cycle

Training Planning Assign resources to the training duties onsite and ensure it’s being managed properly and work with scheduling and Facilities for appropriate resource requirements

Desired Skills and Experience
- Minimum 5 years in L&D and Training and Quality ideally in a customer experience or BPO environment.
- Leadership experience of training and quality teams across multiple clients and campaigns over multiple geos.
- Possess excellent written and spoken English communication skills and interpersonal skills
- Excellent organizational skills
- Able to work independently, as well as extremely team-focused; supports team and peer decisions
- Meticulous attention to detail
- Able of working cooperatively with people of diverse backgrounds regardless of personal differences
- To 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
- Receptive to feedback, takes directions and is aware of development areas
- Ability to self-motivate and manage own time
- Ability to own your own development and with a growth mindset
- Ability to facilitate quality calibrations in a face to face and virtual environment, with peer group and global stakeholders
- Partner with global learning team to provide input, review created materials, and support delivery of workshops
- Ability to adopt a consultative approach with stakeholders
- Ability to conduct deep dives as part of overall root cause problem solving, analyze and create report on outcomes
- Ability to use the Learning Management System for basic learning activities e.g. ability to pull and analyze reports, upload content, create learning courses

Knowledge
- Demonstrate an understanding of facilitation and questioning techniques
- Good understanding of adult learning principles and learning styles
- Good understanding of the learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
- Proven experience in improving performance through a Quality Management Tool, and / or experience working with call centre quality pr