Training Manager - 1 year contract
Training Manager - 1 year contract
Toddington, Bedfordshire
General Motors strive to earn customers for life; therefore we put the customer at the centre of everything we do. While our roots in the earliest days of automobile development give us plenty to celebrate, our success has always been founded on our forward thinking philosophy and drive for excellence.
The European Contact Centre is currently working on the development of the future model and strategic definition of the several processes and structure of the Contact Centre organisation in Europe.
You will be part of the Transformation Team responsible for this new development, and be responsible for the implementation and development of the overall Contact Centre Training You will oversee the implementation of new and existing dissemination tools, programs, processes and policies.
Primary Responsibilities:
* Develop a training needs assessment process including appropriate and effective delivery methods* Develop processes to identify potential training gaps to improve upon the customer experience, based on Customer Satisfaction Survey results* Develop reports to review with business on continuous quality needs and improvement in order to determine call drivers and training and knowledge gaps.* Plan and manage the delivery and communication of training and knowledge projects* Ensure best in class ideas and industry standards for training and knowledge management are being utilised for the Contact Centre organisation* Develop Management processes to ensure team members development* Continuously seek out and identify new approaches, practices, processes and best practices in the industry to improve the training and knowledge program. Identify and recommend solutions to performance issues and potential training and knowledge needs* Collaborate and manage internal relations across departments to identify training and knowledge needs* Respond and resolve training and knowledge issues and questions from unit leaders on process and application of programs* Collaborate with key leadership to define end user needs* Monitor the use of the knowledge asset and measure the business value of the knowledge to the end user* Budgetary input and management
Qualifications:
* University degree in Management, Adult Education, Human Resources or equivalent experience* Experience in a training role leading teams of professionals; preferably in the Contact Centre environment* Depth of practical experience in both technical and non-technical training or experience in development, implementation and integration of training programmes* Proven leadership skills and the ability to mentor and train others* Strong presentation and public speaking abilities* Strong verbal, listening and written communication skills* Excellent people/inter-personal skills* Excellent analytical skills* Excellent PC skills (e.g., Excel, PowerPoint, Word)
Got what it takes? Then we want you to apply. In return, we'll offer you a highly competitive benefits package, coupled with future career development.
General Motors is an equal opportunity employer.
Toddington, Bedfordshire
General Motors strive to earn customers for life; therefore we put the customer at the centre of everything we do. While our roots in the earliest days of automobile development give us plenty to celebrate, our success has always been founded on our forward thinking philosophy and drive for excellence.
The European Contact Centre is currently working on the development of the future model and strategic definition of the several processes and structure of the Contact Centre organisation in Europe.
You will be part of the Transformation Team responsible for this new development, and be responsible for the implementation and development of the overall Contact Centre Training You will oversee the implementation of new and existing dissemination tools, programs, processes and policies.
Primary Responsibilities:
* Develop a training needs assessment process including appropriate and effective delivery methods* Develop processes to identify potential training gaps to improve upon the customer experience, based on Customer Satisfaction Survey results* Develop reports to review with business on continuous quality needs and improvement in order to determine call drivers and training and knowledge gaps.* Plan and manage the delivery and communication of training and knowledge projects* Ensure best in class ideas and industry standards for training and knowledge management are being utilised for the Contact Centre organisation* Develop Management processes to ensure team members development* Continuously seek out and identify new approaches, practices, processes and best practices in the industry to improve the training and knowledge program. Identify and recommend solutions to performance issues and potential training and knowledge needs* Collaborate and manage internal relations across departments to identify training and knowledge needs* Respond and resolve training and knowledge issues and questions from unit leaders on process and application of programs* Collaborate with key leadership to define end user needs* Monitor the use of the knowledge asset and measure the business value of the knowledge to the end user* Budgetary input and management
Qualifications:
* University degree in Management, Adult Education, Human Resources or equivalent experience* Experience in a training role leading teams of professionals; preferably in the Contact Centre environment* Depth of practical experience in both technical and non-technical training or experience in development, implementation and integration of training programmes* Proven leadership skills and the ability to mentor and train others* Strong presentation and public speaking abilities* Strong verbal, listening and written communication skills* Excellent people/inter-personal skills* Excellent analytical skills* Excellent PC skills (e.g., Excel, PowerPoint, Word)
Got what it takes? Then we want you to apply. In return, we'll offer you a highly competitive benefits package, coupled with future career development.
General Motors is an equal opportunity employer.