Learning Lab Manager (International Contact Centre)

Purpose of the role: To own the overall responsibility and accountability for the holistic performance, quality and development of the International Campaign’s under their management in line with agreed targets and budgets as stipulated by the Head of Contact Centres.
Key Performance Areas:
- Manage the upfront agent development program across the international contact centre.
- Manage and execute on productivity as well as development within the International Contact Centre strategy.
- Ensure all staff are supported and developed that enter the “Learning Lab” space within the international contact centre.
- Required to assist with the overall recruitment and training strategies enabling the contact centre support teams to deliver in line with requirements.
- Ensure talent strategies deliver improved skills sets across all levels.
- Own, develop, implement and manage agent within the international contact centre in line with business processes.
- Report KPI results to the business.
- Set a high benchmark to give us USP in the industry and amongst competitors.
- Be accountable to weekly, monthly and yearly international contact centre individual performance goals.
- Create and execute various projects to increase Contact Centre Agent pass rates through the Learning Lab environment.
- Work closely with Recruitment Managers and colleagues on the placement, support, compliance and training teams to develop a strategy for growing and attracting talented candidates.
- Support the ongoing implementation of a comprehensive on boarding program for international contact centre employees.

- Manage, develop and coordinate all staff within the Learning Lab environment within the international contact centre.
- Collate and manage all reporting applicable to international contact centre Learning Lab’s performance to various stakeholders including clients.
- Own the overall accountability for the Learning Lab’s performance.
- Ensure staff churn is kept to a minimum working alongside the Contact Centre Management team.
- Adhoc functions as instructed from management.
Minimum Requirements:
- Grade 12.
- Contact Centre Operations qualifications would be advantageous.
- Minimum of 10 years’ experience within the contact centre environment, of which at least 5 years needs to be at a senior campaign management level. Previous experience in sales contact centre advantageous.
- Excellent interpersonal skills and track record of being able to build good relationships with business managers
- Outstanding written and oral communication skills, including the ability to communicate in a persuasive capacity.
- Superb computer skills, including Microsoft Office Suite (Word, Excel, and PowerPoint).
- Works well under deadlines and ensures timely completion.
- Ability to work with highly confidential and sensitive matters, and ability to adhere to strict standards of confidentiality.
Salary to be discussed.


Apply Here http://bit.ly/2P2tBH5

Job id : , #70686, 3 views,

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