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Training Assistant Manager - Contact Centre

About the Role

The main purpose of this role will be leading and developing the team of Facilitators and working with the Training Delivery Manager to improve the engagement, attrition, performance, and the overall quality of our client's early life teams (new starters).

Key Duties:

  • Effective coaching and leadership development of the training team, including observations, adherence to the quality competency framework and 121 development meetings.
  • Work in partnership with the Training Manager, the Service Excellence team, and key stake holders to deliver best in class training solutions for the operation, both remotely and in a face to face environment.
  • Act as a role model, and lead by example to create a positive, professional atmosphere that inspires and drives engagement
  • Liaise effectively with key stakeholders including Operational Managers and External stakeholders to ensure the early life journey is as seamless as possible.
  • Liaise effectively with key stakeholders including Operational Managers to complete training need analyses within the business. This will model areas of work to develop projects and effective use of training resources.
  • Act as a senior representative for HR within the department.
Experience and Skills
  • 2 years’ experience of working in a learning and development environment
  • Experience Training in a Contact Centre environment is essential
  • Ability to conduct Learning Needs Analysis and recommend suitable solutions, with the autonomy to challenge existing processes.
  • People management experience, with the capacity to create a balanced work environment for people engagement.
  • Experience of working alongside HR to create a safe and confident environment.
  • Good problem solving skills which includes creative and innovative ways of thinking.
  • Experience within a fast paced Contact centre
  • A passion for leading & developing others – The ability to get the best out of others through encouragement, training, coaching and imparting the correct knowledge, skills & behaviours to ensure success.
  • Excellent communication and influential skills

constantly on the hunt for the best candidates