Contact Centre Training Manager
Contact Centre Training Manager, Leeds, West Yorkshire
Circa £45,000 - £50,000 per annum + benefits.
My Client, is looking to recruit a dynamic, focussed and established “hands on” Contact Centre Training Manager for their centre in Leeds. With a proven contact centre training management background you will be required to create and write training manuals for a business with circa 600 contact centre employees and liaise with internal Training Delivery individuals to ensure the smooth delivery and running of the training department.
This role demands high energy levels, a positive outlook and the ability to enthuse colleagues and business partners. You will also demonstrate a willingness to “get your hands dirty” as this is essential in a small dynamic company such as this.
The Company:
Entrepreneurial, Focused and Lean, Informal, but Disciplined – Professional, Performance Driven and People centred / Fun.
Purpose of the Role:
- To define the training strategy and requirements, initially for the Tosca programme and then ongoing for BAU.
- To oversee the training implementation plans; ensure appropriate delivery and evaluation of the outcomes.
- To define the strategy and business requirements for ongoing colleague development.
- To create and deliver suitable training plans to enable all colleagues to improve skills, performance, productivity and overall quality of work.
Team Goals Key Milestones:
(Exact KPIs to be established)
- Support Operations work stream by designing a robust and credible implementation plan.
- Support Operations work stream by managing and allocating resources, resolving conflicts in priorities, and flagging issues in a timely fashion.
- Support operations with workload execution where time and skill-sets permit.
- Ensure operations work stream delivers all aspects of the migration successfully.
- Line management of Business Analyst resources.
Key Role Responsibilities:
- Identify and assess programme training needs through: role analysis, systems requirements, available business MI, business cultural expectations, mandatory training and consultation with line managers
- Develop an overall training and development plan that addresses needs and expectations.
- Manage the production and quality of all training materials.
- Deploy a wide variety of training methods
- Conduct effective induction and orientation training, embedding the business culture and ensuring the effective bonding process between new colleagues and the company.
- Monitor and evaluate training and development effectiveness and report regularly to key stakeholders
- Manage and develop own direct reports.
- Manage the training budget
- Develop opportunities for ongoing colleague development
- Resolve any specific problems and tailor programs as necessary when required
- Maintain a detailed knowledge of external training trends, developments and best practices.
Competencies Required:
- Extensive experience as a Training Manager in commercially focused environments
- Proven track record designing and executing successful training programmes
- The successful applicant will possess a strong business acumen enabling the translation of commercial objectives and performance into relevant training plans.
- Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
- Excellent communication and leadership skills
- Ability to plan and manage time effectively
- Strong report writing and record keeping ability
- Strong IT computer; database and data interpretation skills
- Ability to develop and forge effective relationships with HR colleagues.
- Ability to influence, persuade and challenge key/senior stakeholders
- Self-starter with the ability to work at pace, achieving challenging deadlines and demands.
- Graduate/Degree in education, Human Resources /or CIPD qualified.
Scale of Importance to Role:
(1 = high importance 5 = low importance)
Communication skills 1
Credit Card Experience 3
Working effectively with others 1
Customer Focused 1
Project Performance Management 2
Problem Solving / Decision Making 2
Adaptability 1
Creativity Innovation 1
Suggested Core Competencies:
Credit Card Experience Working effectively with others
Communication skills Management /Leadership
Performance Management Creativity and Innovation
Time Management Customer Focused
Leadership Problem Solving / Decision Making
Adaptability Technical Ability
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