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Senior Training Manager Contact Centre

Cactus Search
Job LocationCardiff
EducationNot Mentioned
Salary£54,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We have an exciting opportunityfor an experiencedSenior Contact Centre Trainer to join our fantastic client in Cardiff to work on a Hybrid basis. You will be responsible for implementation and delivery of Strategic quality framework that supports consistentdelivery of client metrics & value to business. You will also be responsible to plan and delivery training to New Hires & current contact centre staff.You will be working closely with clients to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality!Duties:

  • Responsible for creating a learning environment across the business.
  • Develop and implement training & development process for all employees including new staff.
  • Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
  • Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programs.
  • Managing relationship with vendors such as external trainers, training institutes, e-learning companies.
  • To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills.
  • Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client
Experience:
  • 5 – 8 years’ experience in Training within the Contact Centre
  • Relevant Experience in Training Management & improvements
  • Experienced in Quality
  • Experience in managing Six sigma, lean projects
  • Experience in creating and managing strategic QA framework
  • Experience in leading client interactions

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