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Contact Centre Training Manager

Connections are currently on the hunt for an experienced Training Manager to join a dynamic business based in Salford. The firm itself is a nationally known firm with multiple UK sites.

This role will be based in their contact centre, and will focus on the creation and development of training plans and programs for specific aspects of the business, with a large emphasis on new hire induction and ongoing performance improvement.

Job Responsibilities:

  • Create training and development programs/plans for specific LOB
  • Responsible for new hire training (end to end)
  • Track and improve post training effectiveness
  • Responsible for Floor training based on TNI (end to end)
  • Manage PKTs and all knowledge assessments
  • Hire, coach and develop team of trainers and associate manager training
  • Handle ad-hoc training requests
  • Consolidate, maintain and share training data to internal and external stake holders
  • Conduct training batch audits/observation session and share constructive feedback to the Associate Manager training and calibrate the AM feedback to trainers
  • Driving behavioral training completion for the assigned process
  • Conduct behavioral training sessions as and when required
  • Own, create and regularly update training SOPs based on various quality standards
  • Review Associate Manager training, reporting to them regularly and share constructive documented feedback
  • Publish training dashboards to the stake holders
  • Driving and participating in six sigma projects, performance improvement and cost reduction initiatives

Candidate Requirements:

  • Graduate (Certified in L&D/Training skills preferred)
  • 8 Years of relevant experience (with a minimum of 4 years of experience leading a team of customer service, technical and process trainers)
  • Candidates with new hire/floor training/training management experience will be preferred
  • Experience handling large ramp up training
  • Experience handling a team of trainers or Associate Managers
  • Train the Trainer Certification (internal/external)
  • Excellent Communication skills – written and verbal
  • Strong technical aptitude
  • Excellent time management skills
  • Self-starter – must be able to start and manage multiple tasks at the same time
  • Understanding of training methodologies and global standards of training effectiveness measurement
  • Excellent interpersonal, problem solving and people management skills
  • Master trainer Certification (preferred)
  • Training Management certification (preferred)

Salary: £50,000

Location: Salford


To apply: Forward your CV following the apply link in either Word or PDF format

Please Note: due to the volume of applications being received we can only respond to those offering the relevant experience as outlined in the advert.

Please feel free to visit our website in order to view all our current vacancies and sign up for personalised job alerts.

Job Information

Job Reference: 000000_1573213186
Salary From: £50000
Salary To: £50000
Job Industries: Contact/Call Centre - Manager
Job Locations: Salford, Greater Manchester
Job Types: Permanent

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By |2019-11-08T11:39:47+00:00November 8th, 2019|Comments Off on Contact Centre Training Manager

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