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Learning Manager - Plymouth

Req ID#:  169991

Plymouth, Support Opening, GB

Learning Manager - Plymouth

Human Resources
About Us

We are looking for an experienced Learning Manager to help take our clients to the next level and hit the ground running. We are a successful global company with sites all around the world, supporting our well known clients in delivering first class customer service every day. As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences

Job Summary

Who are we looking for? Sitel Plymouth is looking for a passionate Learning and Development Manager who can live and breathe our core values. Ideally experienced in both bricks and mortar and virtual training, you will lead the site learning team.

Primary Job Responsibilities
  • Support the Site Director by providing development to the onsite Leadership Team in order to deliver the business objectives.
  • Provide development programs and initiatives designed to progress the skill and knowledge of individuals within the learning team
  • Serve as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global Learning solutions.
  • Planning for client peak ramps, trainer availability, recruitment links as well as WFM and Operations
  • Support development programs.
  • Learning Team Development: Recruit, manage, appraise and develop a team of trainers to enable them to progress effectively. The ability to grow the learning team in ability and reputation.
  • Provide leadership development to team managers, operations managers and senior support managers. Versed in advanced management development techniques and programs.
  • Serve as an effective business partner to the Global Learning Team, supporting the development, implementation and delivery of global Learning solutions
Responsibilities Continued.
  • Support the site Succession Planning framework and facilitation of learning.
  • Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.
  • Developing and delivering Virtual training programs.
  • Supervise the day-to-day activities of the trainers ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results.
  • Design learning strategies to fill needs as identified through analysis, and in partnership with the Site Leadership Team.
  • Be part of the site senior leadership team and show flexibility to support the associated duties.
  • Develop evaluation and validation instruments to collect and interpret data, assessing organization needs and training program effectiveness.
Responsibilities Continued.
  • Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
  • Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate.
  • Actively pursue self-improvement opportunities.
  • Develop rolling 12 month plans that fits in with site strategy and employee satisfaction surveys.
  • Significant focus on 90 day staff attrition/retention. Work very closely with the operations team having regular checkpoints in the training, development and handover processes.
  • Delivery of training programs to leaders and managers
Key Skill Requirements
  • Proven client relationship skills.
  • Well-developed consultancy skills.
  • Delivering and facilitating learning and development interventions.
  • Proven ability to use IT competencies and skill to analyse client’s needs and agree client specifications of learning content/materials.
  • The ability to design and evaluate learning material – create a facilitators guide and participants material to support technical programmes.
  • Managerial experience in coaching, mentoring and developing others in a complex, fast paced environment
  • Results driven to achieve key objectives at a corporate and site level.
  • A strong problem solver with the emotional and intellectual resilience to make key decisions.
  • Strong ability to support absence management and low attrition
Experience/Certifications
  • Strong background in Customer service industry (pref. Call centre but not essential).
  • Strong Project Management experience.
  • 3-5 years proven success as an internal/external training and development practitioner
  • Experience in benchmarking HRD best practice
  • Essential: IT /TAP qualifications
  • Desirable: Fully/Part qualified CIPD
Contract/Salary

Permanent Full Time Contract

Pay: Salary dependant on experience. To be discussed at interview.

 

Data Notice: The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Sitel and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

Learning Manager - Plymouth


What are the benefits of Work @ Home with Sitel Group?

• Paid professional training attended from the comfort of your home
• We have monthly, quarterly and yearly awards
• Eye care vouchers
• Employee discounts with Sitel’s many major brand-name partners

Is Sitel Work from Home right for you?

• Are you a self-motivated person who enjoys problem-solving?
• Are you an independent self-starter?
• Are you committed to providing exceptional customer service?
• Do you have a noise and distraction-free work environment?
• Are you comfortable communicating across multiple platforms?


Job Segment: Manager, Learning, Project Manager, Call Center, Management, Human Resources, Technology, Customer Service

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