CONTACT CENTRE TRAINER

Recruiter
Reed
Location
Norwich, UK
Salary
Competitive
Posted
21 May 2019
Closes
27 May 2019
Ref
1158061511
Sector
Education
Contract Type
Permanent
Hours
Full Time
Job Description
Fantastic new opportunity!

Our client is looking for a Contact Centre Trainer

Duties & Responsibilities

Facilitate our induction program by onboarding and inducting people effectively ensuring they are set up for success

Ensure newly recruited agents are suitably equipped and motivated to maximise performance through effective coaching and development techniques

Ensure all existing agents and Team Managers are coached and developed effectively, reducing attrition linked to capability issues

Create and deliver training solutions in line with agent KPI's

Regular communication and updates on performance to be delivered to reporting lines

Create content, updating sales and soft skill training in line with business requirements

Analyse key people data to highlight develop needs, and liaise with senior management and stakeholders to create appropriate learning interventions in line with contact centre objectives

Advise and support, influencing decision making on best practice on all matters regarding the development, learning and training of contact centre staff, obtaining the best from people through effective learning interventions

Person Specification

Training related qualification

Good level of literacy and numeracy

Microsoft Word, Excel, Office365 & PowerPoint intermediate

Experience of eLearning/ Learning Management Systems and platforms

Demonstrable experience selling and working in a contact centre environment

Experience of delivering training and coaching to sales teams

Experience of delivering training to large groups of people

Up to date knowledge of effective learning and training methodologies

Experience working in a fast-paced customer focused environment

If you are interested in this position please contact or

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