Position for Call Centre Training Operations Manager
They co-ordinate the activities involved in the full training cycle, including needs assessment, development and/or outsourcing of training programmes, delivery of training programmes and evaluation of the effectiveness of training.
Training Needs Analysis.
The Call Centre Training Operations Manager engages with members of the Training function to advise on and contribute to the determination of learning needs and to assist with the development of strategies to ensure these needs are met.
They help with collecting data from the business and in compiling reports reflecting current development needs. They ensure that local needs are communicated to the Training management team. These individuals contribute to the identification of trends and common challenges across the business units and make recommendations for solution in collaboration with other support services functions.
Working closely with the relevant business stakeholders, the Call Centre Training Operations Manager advises on the management and continuous improvement of Call Centre Training programmes and content. They define and develop customised programmes based on the needs they have identified. When required, they contribute to the sourcing the relevant learning interventions from recognised external providers and recommend these for approval.
Job Reference #: 201572