Training Manager

We are working with a well-known brand who is looking for an experienced Contact Centre Training Manager for their multi-site operations. The role is based in Glasgow, Scotland. We have a vacancy for an enthusiastic and focused Customer Contact training professional to join our client's busy, vibrant team. The successful candidate will be motivated, resilient, organized, high-caliber, and dedicated to delivering great service. If you have previous experience designing & implementing Training & Quality material for a business, get in touch!

About the role:

1. Lead the training & quality function & team to meet and exceed business service level objectives, service targets, and corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition (in-house & outsourced).
2. Responsibility for operational training processes & overall delivery & business quality performance.
3. Continually review and monitor training & quality documents & performance of all advisors (in-house & outsourced) against agreed KPI’s, ensuring that calls are handled professionally.
4. Support the completion & circulation of all training & quality reporting to the customer/clients as per the contractual requirements.
5. Maintain regular communications and feedback, ensuring accurate and timely communication of T&Q data with senior leadership.

Who are we looking for?

1. Evidence of effective interpersonal, training, quality & leadership/supervisory skills.
2. Previous Training & Quality experience is essential.
3. Train the trainer experience & people management.
4. Quality Reporting, Operational and Analytic skills.
5. Designing all Training & Quality material & Planning for the business.
6. The role requires sporadic travel to other sites in the UK & offshore (not often, only when required).
7. Previous experience working in a training & quality role in a call centre environment is essential.
8. Excellent verbal and written communication skills.
9. Effective problem-solving skills.
10. Performance management skills and experience.

Please get in touch if you have any questions about Education & Training Jobs, or would like to know more.