Training Manager - Customer Service

☞ MandM Direct

View: 104

Update day: 11-06-2024

Location: Hereford West Midlands

Category: Other

Industry:

Job type: Full-time

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Job content

The Role:


Due to our continued growth and success we have an exciting new opportunity for a Training Manager within our busy customer service Contact Centre. The role will facilitate and oversee the quality of service our Contact Centre delivers and to drive a culture of continuous improvement to ensure every contact made, regardless of channel used, is a positive experience for our customers.

Your day-to-day duties and responsibilities will include:


  • Creating and delivering an effective induction training program for all new Contact Centre Operators
  • Developing and delivering process and soft skills training to all new starters
  • Working with Contact Centre Duty Managers to identify training gaps and develop plans to address
  • Developing and delivering ongoing refresher training to existing team members across all our support channels (voice, email and social media)
  • Documenting and maintaining a library of training materials and training records ensuring they are kept up to date
  • Identifying and learning innovative methodologies to enhance training and development offerings to the department
  • Working with the Contact Centre Manager to develop and maintain an effective quality measurement function
  • Ensuring consistency of knowledge and quality of the department by ongoing monitoring and feedback sessions with Duty Managers
  • Providing coaching and guidance to the Duty Managers and the department on how to effectively improve our qualitative output
  • Conducting root cause analysis investigations in order to identify ways to improve quality
  • Producing reports in order to identify and measure the effectiveness of training and quality sessions
  • Develop our quality measurement tool, driving emphasis into FTR and improved customer satisfaction.


Hours of work:


9.00am – 5.00pm, Monday – Friday.


About You:

  • Extensive training experience in a Contact Centre / Customer Service environment
  • Experience in creating and delivering structured training courses
  • A background in producing documented training material
  • To be passionate about people development and providing exceptional customer experience.
  • To be able to provide proactive solutions to process and customer service improvement opportunities
  • Excellent communication and influencing skills.

Location:


Leominster, Herefordshire.

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

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Deadline: 26-07-2024

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