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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.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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