Contact Centre L&D Manager
Birmingham

About the Role

We are seeking an experienced Learning and Development Manager to join a large, progressive Midlands based contact centre operation.

Reporting into the Head of HR and L&D and leading a team of 10 you will be responsible for strategically leading the team to design, develop, deliver and evaluate forward thinking, engaging training modules across a constantly changing contact centre estate of close to 1,000 FTE across multiple UK locations.

You will have a background of working with and in fast paced, customer centric organisations where change is constant.

We are looking for someone with fresh, new ideas and as much as a passion for the provision of exceptional Customer Services as we can get!

Key Responsibilities:

  • Strategically direct the department to design and prepare award winning induction and training plans aimed at inspiring excellence in customer service delivery
  • Working with the senior management team to forward plan on going training and development to the frontline staff
  • Working with internal and external people and organisations to building meaningful management development programmes
  • Working with the senior leadership team to plan for large scale onboarding events educating on industry plans and timescales to achieve business objectives
  • Ensure your team are delivering and managing 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


Required Skills and Experience:

  • Extensive background in leading Training delivery within Contact Centre operations
  • Experience of leading training teams to deliver exceptional, award winning solutions.
  • Knowledge of learning styles and the ability to identify and match them to appropriate delivery techniques
  • Exceptional stakeholder management abilities, both internal and external
  • You will have a natural, motivational leadership style
  • Ability to engage with the business, communicate with trainees, produce training materials and processes

This is a superb role for an individual who is looking for a highly rewarding post in an exciting organisation.

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