Training Manager

BPO; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

BPO in Cape Town seeks a training leader to manage and evolve a complex, dynamic program. You will shape the training strategy and lead a multinational team to support program quality and customer satisfaction.

The role requires strong leadership, collaboration, and a deep commitment to delivering world-class training and customer experience in a fast-paced global environment.

Qualifications

• 4+ years of experience in a training leadership role in an Operations environment.
• Minimum 3+ years in a training delivery role, preferably international.
• Strong knowledge of Quality/Process Improvement techniques.

Responsibilities

• Manage all aspects of the training program including strategy, planning, design, development, implementation, delivery and evaluation.
• Lead and develop a team of content creators and trainers to ensure development and delivery of training and quality metrics.
• Ensure training is appropriate to the audience and delivered through the best method.
• Ensure complete, accurate and timely data collection and communication by trainers.
• Support planning, scheduling, and coordination of all required training.
• Mentor the training team and provide feedback on content and delivery.
• Develop proactive training strategies to improve quality performance.
• Monitor progress, resolve issues and initiate corrective action as appropriate.
• Perform root cause analysis of new hire performance during onboarding.
• Assess knowledge gaps and provide improvement recommendations for training material.
• Attend regular customer meetings and reviews.

Skills

Leadership

Training delivery

Quality assurance

Data analysis

Excel

Global environment

Job description

This role will involve managing training on a complex and dynamic program. The

successful candidate will be responsible for developing and implementing the training

strategy for the program, as well as responsible for the management and development of

a multinational training team to support program quality. This is a prominent, strategic

customer facing role requiring a deep commitment to customer satisfaction, partnership

and collaboration.

Responsibilities:

• Manage all aspects of the training program including strategy, planning, design, development, implementation, delivery and evaluation.
• Lead and develop a team of content creators and trainers to ensure the development and delivery of training and quality metrics aligned to customer and business requirements.
• Ensure that training is appropriate to the audience, designed to fulfill quality requirements and delivered through the best method.
• Ensure complete, accurate and timely data collection and communication by trainers.
• Support the planning, scheduling, and coordination of all required training.
• Effectively manage and mentor the training team and provide feedback on content creation and training delivery.
• Develop proactive training strategies to improve quality performance of the team members.
• Proactively monitor progress, resolve issues and initiate corrective action as appropriate.
• Perform root cause analysis of the accuracy of new hire performance during the on-boarding process.
• Assess knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material.
• Attend regular customer meetings and reviews.

Skills & Experience:

• 4+ years of experience in a training leadership role in an Operations environment, previous minimum of 3+ years of experience in a training delivery role, preferably in an international environment
• Good knowledge of Quality/Process Improvement techniques
• Broad knowledge of adult learning and quality assurance methodologies
• Well developed data analysis skills and experience with Excel a plus
• It is essential that the successful candidate has experience of working in a fast- paced, global, customer-focused environment
• A track record of partnering, internally and externally, in the development, implementation and adoption of training programs
• Excellent leadership, interpersonal, listening and communication skills
• Planning & project management skills
• The ability to find ways of solving or pre-empting problems
• High degree of initiative and drive
• Passion for ensuring a world class support experience for our community