Learning & Development Manager

JR United Kingdom; Glasgow; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading brand in Glasgow is seeking an experienced Contact Centre Training/L&D Manager to enhance their multi-site operations. The ideal candidate will have a strong background in training and quality management, with excellent interpersonal and communication skills. This role involves developing training for managers, ensuring quality performance, and supporting operational metrics. If you're dedicated to delivering exceptional service and have a proven track record in training, we want to hear from you!

Qualifications

• Previous experience in a training & quality role in a call centre environment is essential.
• Experience designing & implementing training material.

Responsibilities

• Lead training & quality function to meet service level objectives.
• Monitor training performance against KPIs.
• Maintain communication of training data with senior leadership.

Skills

Interpersonal Skills

Leadership

Problem-Solving

Communication

Job description

Social network you want to login/join with:

We are working with a well know brand whom are looking for an experience Contact Centre Training/ L&D Manager for their sites multi site operations. The role is based in Glasgow, Scotland

We 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:

• Training & Development of Managers/ Team Leaders - to help the business flourish from a leadership perspective.
• 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.
• People managment & 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.