Call Centre Trainer
Essex

About the Role

Call Centre Trainer - (Coaching & Development) 
Contact Centre
Essex 
Circa £30,000 DOE

We are currently supporting a key client of ours with the recruitment of a Learning and Development Trainer / Coach into their Customer Services function in their Essex offices.

Job Purpose:

  • To develop the capabilities, skills and competencies of staff within our clients Operations.
  • Support staff in delivering an excellent customer experience and champion a culture that engages staff in a continuous learning journey, focusing on offering a first-class service.
  • Support the Training Team during periods of peak demand or absence.
  • Complete targeted quality reviews to better understand our customer interactions, for example, as a result of customer feedback.
  • Offer regular 1-1 coaching sessions to all staff.
  • To carry out side-by-side coaching sessions for customer-facing staff in order to provide immediate feedback.
  • Communicates effectively with people at all levels, gaining their engagement with concepts and topics.
  • Ability to manage their audience to ensure that learning is received effectively.
  • Presents themselves as positive and enthusiastic about developing people.
  • Able to use innovate ways to deliver learning messages.
  • Can create high quality and engaging resources to support learning.
  • Communicates effectively with people at all levels, gaining their engagement with concepts and topics.
  • Ability to manage their audience to ensure that learning is received effectively.
  • Presents themselves as positive and enthusiastic about developing people.
  • Able to use innovate ways to deliver learning messages.
  • Can create high quality and engaging resources to support learning.
 
Experience & skills:
  • Minimum of 12 months of previous experience within a training or coaching role.
  • Call centre training experience preferred.
  • Experience in training/coaching customer service and support roles.
  • Worked within a Quality Assurance role.
  • Knowledge or the Grow Coaching Model.
 
For further information please feel free to apply to the position, ensuring your contact details are included on your application.

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