Training Manager

Cactus Search

Posted 3 days ago, valid for 16 hours

Glasgow, City of Glasgow G62 6EP, Scotland

Full Time

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Sonic Summary

We are seeking an experienced Contact Centre Training Manager for a well-known brand's multi-site operations based in Glasgow, Scotland.
The ideal candidate should have previous experience in designing and implementing training and quality materials, with a strong focus on customer contact training.
This role requires a minimum of 3-5 years of training and quality management experience in a call center environment.
The salary for this position is competitive and commensurate with experience, reflecting the high caliber of the candidate sought.
Candidates must possess excellent communication and leadership skills, along with the ability to manage performance and deliver exceptional service.

We are working with a well know brand whom are looking for an experience Contact Centre Training Manager for their sites multi site operations. The role is based in Glasgow, ScotlandWe have a vacancy for an enthusiastic and focused Customer Contact training professional to join our clients busy, vibrant team. The successful candidate will be motivated, resilient, organised, high calibre and dedicated to delivering a great service - If you have previous experience designing & implementing Training & Quality material for a business, get in touch!About the role:

Lead the training & quality function & 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 (inhouse & outsourced).
Responsibility for operational training processes & overall delivery & business quality performance
Continually review and monitor training & quality documents & performance of all advisors (in house & outsourced) against agreed KPI’s, ensuring that calls are handled professionally.
Support the completion & circulation of all training & quality reporting to the customer/ clients as per the contractual requirements.
Maintain regular communications and feedback, ensuring accurate and timely communication of T&Q data with senior leadership.

Who are we looking for?

Evidence of effective interpersonal, training, quality & leadership/supervisory skills.
Previous Training & Quality experience is essential.
Train the trainer experience & people management
Quality Reporting, Operational and Analytic skills.
Designing all Training & Quality material & Planning for the business.
The role requires travel sporadic to other sites UK & offshore (Not often, only when required)
Previous experience working in a training & quality role in a call centre environment is essential.
Excellent verbal and written communication skills.
Effective problem-solving skills.
Performance management skills and experience.

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