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 and implementing Training and Quality material for a business, get in touch!
About the role:
1. Lead the training and quality function and team to meet and exceed business service level objectives, service targets, corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition (in-house and outsourced).
2. Responsibility for operational training processes and overall delivery and business quality performance.
3. Continually review and monitor training and quality documents and performance of all advisors (in-house and outsourced) against agreed KPIs, ensuring that calls are handled professionally.
4. Support the completion and circulation of all training and quality reporting to the customer/clients as per the contractual requirements.
5. Maintain regular communications and feedback, ensuring accurate and timely communication of Training and Quality data with senior leadership.
Who are we looking for?
1. Evidence of effective interpersonal, training, quality, and leadership/supervisory skills.
2. Previous Training and Quality experience is essential.
3. Train the trainer experience and people management.
4. Quality Reporting, Operational and Analytic skills.
5. Designing all Training and Quality material and planning for the business.
6. The role requires sporadic travel to other UK and offshore sites (not often, only when required).
7. Previous experience working in a training and 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 with (url removed).
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