Role: Contact Centre Training Lead

Location: South Midlands (hybrid working model)

Term: 14 months fixed term contract for maternity cover

Salary: Competitive DOE + benefits

This is a great opportunity for an experienced contact Centre Training Lead to join my client on a fixed term contract for maternity cover.

Are you passionate about customer excellence through training?

Do you have experience looking after outsources stakeholder relationships?

Do you have experienced in creation and delivery of training material and plans?

The Contact Centre Training Lead will lead the effective onboarding and skills development of the Contact Centre teams (both internally and outsourced BPO partners). Working collaboration with the operations leadership team to help build a centre of excellence which delivers our customers a first-class experience and aim to be first call resolution.

Key Responsibilities of the Contact Centre Training Lead:

• Design and delivery of effective customer service onboarding and continuous training
• Lead the 2 Trainers to ensure exceptional inductions and ongoing customer service training
• Identify training gaps
• Evaluate effectiveness of training delivered to continuously evolve
• Maintain supporting governance documentation (training library, version control, etc)
• Train-the-trainer
• Work closely with our outsourced partner to monitoring performance and trends
• Be first point of contact for the training team
• knowledge of using MS Office, Teams, SharePoint and PowerPoint
• Experience of working with eLearning tools

If you are an engaging and inspiring Contact Centre Training Lead please follow the link to apply for this fixed term contract role.

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