Group Contact Centre Training & Development Lead

The Group Contact Centre Training and Development Lead will be an important part of the Change & Transformation team. You will lead the effective onboarding and skills development of the Contact Centre teams (both internally and outsourced). You will work in collaboration with the rest of the Change & Transformation team, as well as our Operations teams, helping to build a centre of excellence which delivers our customers a first-class experience and resolves 90% of contacts first time.,

• Own the design and delivery of effective customer service onboarding and continuous training / best practice


• Lead the Training team to ensure exceptional inductions and ongoing customer service training


• Identify training gaps and the implantation of action plans to address these


• Evaluate effectiveness of training delivered to continuously evolve our approach - feed back operational opportunities to appropriate stakeholders


• Maintain supporting governance documentation (training library, version control, etc)


• Provide train-the-trainer sessions for outsourced partners


• Work closely with our outsourced partner's Training team, monitoring performance and trends, taking accountability for the standard of the training the deliver in line with our brand and expectations, and acting as main point of contact. sq


• Represent the Contact Centre by scoping and defining Training requirements in new business initiatives as required


• Manage the admin tasks required to help support the onboarding of new hires; including the tracking of glidepath targets, and appropriate handovers to team leaders.


• Keep abreast of training approaches in the industry so that training remains engaging and effective
  
  Demonstrate "above the line" thinking


• Passion and flair for training, with proven experience in a customer experience (preferably Contact Centre) environment


• The ability to build strong and lasting relationships, adapting your delivery style to suit the needs of the situation


• Self-motivated and driven by your next great idea on how to improve the training experience and end results


• Flexibility to work in a fast-paced Contact Centre environment with a proven track record of delivering


• Experienced in creation and delivery of training material and training planning (both face-to-face and virtual)


• Outstanding communication and collaboration skills,


• Ability to plan, execute and manage high volumes of work


• Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organisation


• Practical knowledge of using MS Office, Teams, SharePoint and PowerPoint proficient


• Experience of working with an LMS and eLearning authoring tools is desirable


• Training qualification/certification is desirable