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Contact Centre Trainer
Warwickshire

About the Role

We are seeking an experienced Trainer who will benefit from an excellent package and the opportunity to work for an expanding business. It’s imperative that you have full training lifecycle experience within a multi disciplined contact centre environment.

You will design, develop, deliver and evaluate the return on investment of training for Customer Operations. The operations is responsible for optimising the customer experience and delivering high standards of customer satisfaction


Key Responsibilities:

  • To conduct evaluations of call and CRM actions and set up individual and group coaching sessions or workshops
  • To help Line Managers and Training Manager solve specific training problems, either on a one-to-one or group basis
  • Design and prepare induction and training plans that are aligned to business needs in terms of both quality and timeliness to be delivered to Customer Operations employees
  • Plan, deliver and manage induction and on-going training events in accordance with business needs, skills gap analysis, preferred learning styles and departmental budget
  • Build and maintain relationships with internal and external training bodies to improve knowledge, adopt design and implement training solutions where applicable
  • Maintain and develop best practice training, processes and systems knowledge in order to effectively coach and train employees


Key Skills / Experience required:  

  • knowledge of learning styles and the ability to identify and match them to appropriate delivery techniques
  • Practical experience of working in a Sales/Service environment
  • Ability of engaging  with the business, communicate with trainees, produce training materials and processes
  • Confident in communicating out complex information and leading and managing a group of people within a training environment
  • Knowledge of the function of the training department, training options available, and differing learning and training styles

constantly on the hunt for the best candidates