Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
KEY RESPONSIBILITIES
Leadership Development
- Design, develop and deliver proactive training for all business units.
- Lead the training and quality team to meet strategic objectives.
- Business units data quality analysis and setting recover plans with Stakeholders.
- Design, develop and deliver a proactive program of Leadership Skills training, for all appropriate staff, as required
- Design, develop and deliver proactive training on HR issues for line managers, e.g. Absence Management, Disciplinary Procedure, Recruitment etc
- Develop an annual training plan for all relevant staff
- Facilitate the ad-hoc training needs identified for Sykes staff in conjunction with relevant line managers
- Ensure that all necessary training equipment and facilities are available when required
- Maintain records of attendance using the Learning Management System. Provide regular reports on training activity to the Regional L & D Manager
Quality
- Ensure the site implements and maintains relevant quality principles and standards
- Plan, develop and execute Internal Audits across the Site
- Highlights any site level or service affecting non compliance and supports the operational team in resolving them
- Document corrective actions and conduct follow up audits to ensure compliance
- Assist in the planning, development and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organization
- Provided technical specialized input to CSC Operational functions and Clients, where required
CORE COMPETENCIES
Decision Making
- This person will be responsible for development and implementation of the Site Training and Quality Plan
Communication
- Expected to work closely with all levels of staff within the Site, to facilitate and deliver Training and Quality Programs
- Work in partnership with the Regional Learning & Development Team on the deployment of key Global and Regional Leadership and Talent Management initiatives
- Work in partnership with the Regional Quality Manager on the deployment of key Global and Regional Quality initiatives
Talent Management
- Support the Regional L&D Executive in the deployment of Talent Management initiatives (LEAP, Learner Management System)
Performance Management
- Responsible for administration of the Performance Development Management system
- Utilize staff performance reviews for the identification of training needs for relevant staff
Job Requirements
- Fluency in English is a MUST
- Call Center experience is a must
- Proven experience as Training and Quality Supervisor is a Must
