Training Manager, Cape Town

Teleperformance works on behalf of prominent brands globally to deliver exceptional customer service and solutions. Teleperformance is the worldwide leader in providing outstanding customer experiences.

As we continue to grow our business in South Africa, we have an exciting opportunity for an enthusiastic, passionate, and driven Training Manager to join our team. Our philosophy is to transform passion into excellence!

Successful candidates will work on behalf of Teleperformance UK and South Africa. This role is part of the Learning and Development function within the Teleperformance UK&South Africa L&D team. The Training Manager will closely collaborate with Operations teams and senior managers to support business improvement through robust analytics, insights, recommendations, and actions. The role holder will also support all L&D matters and should be part or fully qualified in Facilitation and Management. This is a challenging and rewarding position requiring a hardworking, detail-oriented, efficient, and conscientious individual seeking their next career move.

At Teleperformance, we believe in hiring for fit with purpose aligned with our core values:

Professionalism and Authenticity:

Work collaboratively and inclusively across teams, breaking down boundaries.

Better and Innovation:

Be tenacious in delivering our best to achieve the right results in the right way.

Commitment and Different:

Be passionate, engaged, and see opportunities where others see problems.

Teleperformance offers a fun, people-centric working environment where we fully support you in demonstrating continuous growth and excellence in performance!

Key Performance Indicators

Manage, lead, and develop your own team to meet role requirements.

Evaluate current training and development programs.

Design and maintain TPSA and client training materials accurately.

Provide training for new recruits, existing staff, and managers to meet campaign requirements.

Promote training projects to support business needs.

Take ownership of performance, actively seeking opportunities for improvement.

Key Responsibilities Training Provision and Compliance

Ensure the achievement of all products, process, system, and compliance training requirements within the business unit.

Develop and deliver operational training material necessary to meet client and business requirements.

Deliver training as required as part of the Business Unit Training team.

Collaborate with People Development and provide input on the rollout of development programs across the Business Unit.

Training Management

Manage overall training processes and accountability for Business Unit training management.

Establish and implement programs for training improvement, adopting best practice success measurement criteria.

Work with the Head of Operations Training to identify best practice training mechanisms, approaches, and modules.

Identify the need for and develop or source any accredited training modules specific to clients and operations.

Collaborate with People Development to ensure all Business Unit development requirements are met.

Reporting and Standards

Report on the benefits and value of training delivered within the Business Unit.

Deliver reports to meet Business Unit and standard reporting requirements within Teleperformance.

Identify, establish, and conduct reporting and analysis on Business Unit interventions.

Development Needs Analysis

Conduct effective training needs analyses for the Business Unit.

Propose and deliver solutions to fill identified competence gaps in conjunction with the Head of Operations Training.

Collaborate with People Development and the Quality team to ensure competence gaps are filled.

Experience (Essential)

At least 5 years in a Training Management or similar role.

Proven experience in the design and delivery of training interventions.

Extensive knowledge of SAQA&Unit Standards.

Relationships with various SETAs.

Exceptional verbal and written communication, presentation, and interpersonal skills.

Qualifications

Matric or equivalent (Essential).

Training Qualification.

Train the Trainer Diploma.

Assessor and Moderator qualifications.

Skills/Personal Attributes

Solid understanding of the role and influence of training and development on achieving business goals.

Situational leadership skills with a natural ability to motivate others.

Ability to identify and respond appropriately to training requirements.

Committed, enthusiastic, positive, resourceful, and resilient.

Excellent oral and written communication skills.

Strong organizational and project management skills.

Unflappable approach and ability to cope under pressure.

Ability to work in a confidential environment and deal sensitively with individuals.

Attributes

Adherence to deadlines.

Team player.

Reliability.

Initiative.

Assertive and confident.

Flexible.

Highly energetic and enthusiastic.

Dedicated and adaptive.

Quality-oriented.

Qualification&Experience

3/5 Years experience as a Training Manager in a contact centre

Matric or Equivalent

Training and Development: 5 years (Preferred).

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