Job Information
TTEC Senior Training & Quality Manager in Cape Town, South Africa
Senior Training and Quality Manager – Cape Town
Bringing smiles is what we do at TTEC… for you and the customer. As a Senior Training and Quality Manager working on site in Cape Town, managing across South Africa locations, 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 professional manager with a leadership flair and ability to drive and motivate others. This role leads the development and 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.
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 1 year call center or equivalent work experience
Possess excellent written and spoken English communication skills, with outstanding interpersonal and organizational skills and the ability to work independently, as well as extremely team-focused; supports team and peer decisions and has meticulous attention to detail
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 with an 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 and to partner with the global learning team to provide input, review created materials, and support delivery of workshops
Ability to adopt a consultative approach with stakeholders and 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
What You'll Bring
Demonstrate an understanding of facilitation and questioning techniques
Good understanding of adult learning principles and learning styles and of 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 programs
Good understanding of the Customer Service business or similar environment and Customer Service outcome oriented
Available full time and flexible in both schedule and tasks based on local needs
Experience of data analysis / root cause problem solving methodology / change management methodologies / project management methodology / facilitating a quality calibration process
What You Can Expect
Supportive of your career and professional development
An inclusive culture and community minded organization where giving back is encouraged
A global team of curious lifelong learners guided by our company values
Ask us about our paid time off (PTO) and wellness and healthcare benefits
And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Visit www.mybenefits.ttec.com for more information.
About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
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Title: Senior Training & Quality Manager
Location: ZA-Western Cape-Cape Town
Requisition ID: 03WBC
Other Locations: South Africa