Contact Centre Training Manager

Our client currently has an outstanding opportunity for a Training Manager reporting to the Contact Centre Operations Manager. The roleholder will drive world class standards of training quality and customer satisfaction within their sales and service contact centre.

• Deliver induction and ongoing 'up skill' training across multiple disciplines
• Support with training design/delivery for ad-hoc or company-wide projects
• Consult with the business and clients as new training needs are identified
• Implement and maintain an e-learning element of Contact Centre training
• Maintain and review training records to develop a succession plan
• Support via candidate profiling the interview and selection process
• Develop associations with subject matter experts and ensure progressive good practise

• Highly motivated candidate with a passion for customer care, striving to embed new and diverse best practice in a product sensitive business
• Experience of training customer care to the highest level of customer satisfaction
• Identify and eliminate root cause barriers to improve quality, accuracy, and productivity
• Experience of building an "ON" Brand Culture within the training environment
• Demonstrable experience of creating a fun, safe and stimulating learning environment
• Numerous years delivering training in a similar customer centric organisation
  • Expert in all areas of the training cycle
  • Training needs analysis
  • Design, delivery and evaluation
• Effective delivery of system training (CRM/Knowledge base systems)
• Demonstrable excellence in communication and developing correct enunciation.
  • Analysis of voice habits
  • Vocal Fillers
  • Voice projection/Vocal Confidence

• Excellent attention to detail in all written work (including project plans and Gantt)
• Proven ability to multi-task a number of sometimes conflicting
• Used to working in a high volume, fast paced, ever changing environment.
• Knowledge of Contact Centre technology and solution
• Intermediate MS office applications

• Possess or working towards a teaching standard. (Awareness of teaching methodologies)
• Possess experience or exposure to formal business principles
• Knowledge of the White Goods industry (Contact Centre / Retail) (Technical training)
• Knowledge of financial / insurance service industry (Warranties)

Benefits:

*** No Agencies ***