Job Description

Learning and Development Manager - Cape Town SA
(US Hours: 2pm to 11pm Monday to Friday)At TTEC, were all about the Human Experience. Elevated. As a L&D Manager in Cape Town, South Africa youll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.Reporting to the Director of Learning & Development, you will work closely with the Senior Operations Leaders and Stakeholders. The hours of work are 2pm to 11pm from Monday to Friday, to operate within US hours.What you will be doing:

• manage the operational and fiscal activities of Learning and Leadership Development department and develop and lead the team.
• utilize systems and procedures to improve the operating quality and efficiency of the Learning and Leadership Development department.
• oversee all aspects of the delivery of training, working daily to improve processes and performance that enhance bottom line results.
• work closely with business partners and clients to resolve all training related issues.
• improve efficiency and accuracy of training process; create and implement process improvements.
• manage the staff in accordance with company policies, procedures, and client metrics. L&LD managers are held accountable for training department attrition, including trainers, agents, and overall project attrition.
• responsible for team engagement, leadership, performance management, coaching and talent development. L&LD managers adhere to TTEC key performance objectives, indicators, metrics, and ratios ensuring maximum team performance.
• create and maintain a positive work environment.

Requirements of the role:

• Experience of BPO or call centre or similar environment
• Strong understanding of TTECs business, core values, and goals
• Ability to lead and partner successfully with teams, management and client
• Ability to manage multiple, complex, on-going tasks and projects
• High level of integrity, judgment and follow through
• Strong coaching, people, and leadership skills
• Strong attention to detail and desire to follow procedures
• Strong analytical, verbal and written communications skills
• Data analysis skills
• Proficient in Microsoft Office
• Proficient in English, both written and verbal
• Background in training and/or adult learning
• Trainer Certification

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.
• Visit https://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.#LI-EH1

TTEC