REPORTS TO: HR Executive and COE ExecutiveLOCATION: Durban, Mount EdgecombeCONTRACT: PermanentCORE PURPOSETo be a multi skilled facilitator across Collections, Customer Services and TelcoTo be flexible and adaptable with working UK and US hoursTo provide a professional and efficient admin support function to the training departmentTo conduct training of new and existing staff as and when requiredTo provide post training support that includes but not limited to detailed reports on training interventionsTo build good working relationships Key StakeholdersKEY PERFORMANCE AREAS AND INDICATORS Administration and Research Capture training registers – database management.Compile e-Learning reports based on assessments.All administration relating to the Audit and Appraisal system for trainers.Maintenance of existing e-Learning logins.Collect data for reporting purposes on behalf of the Training Manager.Research information for training content development both local and domestic and international divisions.Maintain an electronic and manual training register.Compile materials to support training activities.Provide effective communication to HR and the Recruitment Centre on candidate drop-offs and replacements.Provide insights on trainee and engagement that could contribute to improve candidate profiles.Timeously updating trainee registers to HR for induction purposes. Planning and Preparation Preparation of the training room and ensuring that the room is kitted out, neat and professional.Prepare name tags, handouts and creating e-Learning logins.Ensure that the required stationary is ordered timeously.Build effective relationships with new and existing clients to understand requirement both skills and product. Facilitation Previous Collections and Customer service experience will be an advantageConduct segments of the training schedule on the institution of the Training Manager to new and existing staff as and when required.Understand the needs of the client and translate that into training interventions.Effective retention and capacitation of talent from classroom to floor with a minimum of 80% success and retention post the training period.Previous experience conducting training during nightshift will be an advantage Post Training Requirements Conduct side by side call listening for all new hireEnsure coaching sessions are completed, feedback provided and observations recordedConduct refresher sessions to ensure group is achieving stepped targetsIdentify any training gaps (if any) and close off during the next inductionProvide detailed report on all floor interactions to the Ops team
NATURE AND SCOPE OF THE JOB The impact of the position will be for the Blake Offshoring/Connect/UK and US Divisions within the CompanyRepresentation, Interaction and involvement will be at Divisional and Management levelTo ensure that there is a culture of continuous learning, training and development, thereby sustaining the Company's competitive edgeTo develop and implement training and development policies and procedures that is congruent with the Divisions goals and objectives COMPETENCIES REQUIRED Knowledge Extensive knowledge of sales and training methodologies2-3 years' experience in a sales contact centre training environmentUnderstanding the different geographies, we support and the change in time zones Behaviours: ProfessionalExcellent communication skills (verbal and written)TrustworthyTeam playerResults orientatedLogical reasoningAble to work under pressureSolution driven and proactiveCustomer services orientatedNumerical skillsInformation scanningAbility to liaise with Key StakeholdersThis job description is not exhaustive and may be subject to change depending on business requirements. Duties, functions, hours of work and responsibilities may be changed in accordance with changing business requirements, of either the employer or the Client of the employer for whom you are contracted to provide a service. To apply email your CV to ****** . If you aren't contacted within 14 days please consider your application unsuccessful.
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