A leading online retailer is now seeking an experienced Training Manager to join them as they continue to experience year on year growth. Taking ownership of the training within the contact centre you will have the following key responsibilities;
• Working to constantly improve the quantitative and qualitative performance output of the team.
• Provide in house training for all employees on both operational and systems voice and non-voice.
• Ensure all front office agents are successfully accredited.
• Ensures that the centres do not breach license conditions in relation to compliance against the Contract of Control and that they are working towards best practice standards under the TOC Control Objectives.
• Ensure that service is delivered in line with defined procedures.
• Ensure that performance is consistently monitored and areas requiring improvement in voice and non-voice have action plans against them.
• Ownership of training and process material with document control.
• The writing and delivery of training plans for voice and non-voice teams.
• Provision of one to one performance coaching.
• Retraining of agents.
• Liaison with resource planner over scheduling of training.
• Project management of the introduction and application of performance management to measurement, feedback, and recognition systems within the contact centre.
• Support to team leaders, co-ordinators, monitoring productivity as required.
• Call handling monitoring.
• Record keeping of all training completed.
• Submitting budgetary proposals for any ad hoc external training programmes.
Key Skills / Experience required:
• Current experience in a training role within a contact centre environment
• Experience of writing and delivering training programmes for call centre staff
• In-depth knowledge of performance management
• Excellent communication skills
Package:
to 27K plus excellent benefits
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Edwards