Open Positions at TTEC

What You’ll be Doing

• This role is ideal for an energetic and enthusiastic Senior Leader with flair and ability to drive and motivate others. This role leads the Learning and Development function in region and delivers 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. You will be part of the leadership team in region and the SME for L&D locally in South Africa.
• 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 5 years in L&D and Training and Quality ideally in a customer experience or BPO environment. 
• Leadership experience of training and quality teams across multiple clients and campaigns over multiple geos.
• Possess excellent written and spoken English communication skills and interpersonal skills
• Excellent organizational skills
• Able to work independently, as well as extremely team-focused; supports team and peer decisions
• Meticulous attention to detail
• Able of working cooperatively with people of diverse  backgrounds regardless of personal differences
• 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
• Ability to self-motivate and manage own time
• 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
• Partner with global learning team to provide input, review created materials, and support delivery of workshops
• Ability to adopt a consultative approach with stakeholders
• Ability to 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

Knowledge

• Demonstrate an understanding of facilitation and questioning   techniques
• Good understanding of adult learning principles and learning styles
• Good understanding of the 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 at Booking or similar environment
• Customer Service outcome oriented
• Available full time and flexible in both schedule and tasks based on local needs
• Experience of data analysis
• Experience of root cause problem solving methodology
• Experience in change management methodologies
• Experience of project management methodology
• Experience of facilitating a quality calibration process

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What You’ll be Doing

• Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client and business goals.
• You’ll have responsibility for the operational direction and financial performance of the business
• You’ll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
• You’ll report to the Senior Operations Manager. We’re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.

Your accountabilities and activities will include

• Supporting the Senior Operations Manager in defining the Operational strategy to ensure the long-term development and success of the business
• Responsibility for the direct management and development of the junior management team
• Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized. 
• The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.
• Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.
• Contributing to the operational elements for new bids and new services
• Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.
• Responsibility to create an environment in which employees consider themselves as stakeholders.
• Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.
• To over-see the forecasting, planning and real time delivery of our man-power – to meet client volume and profiles.
• Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.

What You Bring to the Role

• A minimum 4 year call center management or equivalent work experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others 
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting
• You’ll have good process and change management experience to aid your delivery of business needs and changing client requirements
• Strong people and client leadership and stakeholder management 

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What You’ll be Doing

• The L&D Administrator is responsible for tracking rosters, running reports, course management and other administrator-related duties supporting their assigned program, the organization and over all training process.The L&D Administrator also manages training logistics for their assigned Site. L&D Administrators work with all management and supervisory staff to ensure training compliance, effectiveness of training through the use of Learning Technologies, concrete analytics and balance logistics, resources management and other reporting needs.
• An L&D Administrator is responsible for facilitating First Day Office (FDO) sessions for all new hire employees as well as any pre- and post-administrative tasks involving the FDO.

During a Typical Day, You’ll

• Use systems such as Learning Technology System, Learning Technology Solutions (LTS), and Room Booking System (RBS)
• Use tools such as Oracle iProcurement, SharePoint, and TextRecruit.
• Collect and organize all relevant evidence, reports and documentation necessary for the disciplinary hearing, ensuring accuracy and compliance with company policies and legal requirements.
• Schedule and coordinate disciplinary hearings with the parties involved, ensuring timely notification and proper logistics. Maintain confidentiality throughout the process.

What You Bring to the Role 

• Great interpersonal skills in dealing with a diverse population
• Open, honest, and empathetic manner when dealing with people
• High customer service orientation
• Ability to respect and ensure strict confidentiality of customer data
• Demonstrates multi-tasking capability and proven success in fast paced environment
• Strong attention to detail and desire to follow procedures
• Strong verbal and written communication skills
• Proficient in English, both written and verbal
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
• Reporting skills
• Resilience and the ability to adapt to change when the business calls for it

Preferred Qualifications

• Knowledge of the call center business
• Basic LMS knowledge and experience
• Call center experience in a training environment
• Advanced knowledge of MS Office (Excel, Outlook, PowerPoint)
• Background with Human Capital services, handling employee relations, or any similar responsibility
• Experience with recruitment and new hire onboarding

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What You’ll be Doing

• Do you have a passion for helping others? Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

During a Typical Day, You’ll

• Answer incoming communications from customers
• Conduct research to provide answers for customers to resolve their issues

What You Bring to the Role

• 6 months or more of customer services experience
• High school diploma or equivalent
• Recognize, apply and explain your product or service knowledge
• Computer experience