Contact Centre Training Manager

Red Recruitment; Great Bentley; On-site; GBP 38,250 - 51,750; Full time

Job summary

Red Recruitment is seeking a Contact Centre Training Manager to shape the training strategy, lead a small team of two trainers, and ensure new and existing colleagues have the knowledge and confidence to deliver an excellent customer experience.

You will blend strategic thinking with hands-on design and delivery, travel to UK contact centres as needed, and partner with operations leaders to align learning initiatives with business goals.

Qualifications

• Experience designing and delivering training within a contact centre.
• Experience leading or coaching trainers.
• Strong knowledge of contact centre operations and customer experience.
• Ability to translate business requirements into effective learning programmes.

Responsibilities

• Developing and delivering the contact centre's training strategy.
• Leading, supporting and developing a team of two trainers.
• Designing and delivering training programmes for new contact centre employees joining in monthly cohorts.
• Evaluating training effectiveness and using feedback and performance data to improve learning programmes.
• Working closely with operational leaders to align training with operational requirements.

Skills

Training design

People development

Stakeholder management

Coaching trainers

Learning strategy

Job description

Contact Centre Training Manager

Are you an experienced contact centre training professional who enjoys designing engaging learning programmes, developing people and supporting wider business strategy?

This is a key leadership role responsible for shaping the training strategy, managing two trainers and ensuring new and existing colleagues have the knowledge, skills and confidence to deliver an excellent customer experience.

The ideal candidate will have significant contact centre training experience and enjoy combining strategic thinking with hands-on training design and delivery.

Package for a Contact Centre Training Manager:

Salary: Circa 45,000 per annum
Hours: Full-time
Contract Type: Permanent
Location: Central Bristol, with some travel to other UK contact centres

Key Responsibilities of a Contact Centre Training Manager:

• Developing and delivering the contact centre's training and learning strategy
• Leading, supporting and developing a team of two trainers
• Designing and delivering training programmes for new contact centre employees joining in monthly cohorts
• Ensuring training equips employees to manage complex and emotive customer conversations confidently and sensitively
• Creating ongoing upskilling, personal development and refresher training opportunities for existing employees
• Evaluating training effectiveness and using feedback and performance data to improve learning programmes
• Working closely with the Contact Centre Manager, Workforce Planning Manager and Customer Experience Manager to align training with operational requirements
• Supporting wider business strategy through effective learning and development initiatives
• Identifying skills gaps and developing targeted training solutions to meet evolving business needs
• Maintaining consistent training standards across UK contact centre locations

Key Skills and Experiences of a Contact Centre Training Manager:

• Previous experience designing and delivering training within a contact centre environment is essential
• Experience leading, coaching or developing other trainers
• Strong knowledge of contact centre operations, customer experience and employee development
• Confidence delivering training for new starters as well as established teams
• Experience creating training strategies and translating business requirements into effective learning programmes
• An engaging and adaptable delivery style, with the ability to make complex subjects accessible
• Excellent communication, coaching and stakeholder management skills
• Ability to work collaboratively with operational leaders and wider business functions
• Comfortable balancing strategic responsibilities with hands-on training delivery
• Willingness to travel occasionally to other UK contact centres