Hybrid Contact Centre Training Lead

IVC Evidensia Group; Dunfermline; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Cycle to Work scheme

Green Cars salary sacrifice scheme

Discounted staff pet care

Discounts and cashback with retailers

Job summary

IVC Evidensia Group in the UK is seeking an experienced Training Manager to lead learning and development across our Contact Centre Customer Hub. You will shape onboarding, coaching, development and performance, ensuring both office-based and remote colleagues have the skills and confidence to deliver outstanding customer service.

You will design and deliver engaging training programmes, create annual and rolling plans aligned to operational priorities, and lead trainers with clear direction

Qualifications

• Demonstrable experience leading training, onboarding, coaching, or learning and development activity within a contact centre or similarly fast-paced operational environment.
• Experience creating learning strategies, training plans, and development frameworks.
• Proven success in delivering structured training programmes and competency-based assessments.
• Experience managing or coaching trainers, facilitators, or learning professionals.
• Strong stakeholder management skills with the ability to influence and build relationships across multiple teams.
• Experience using performance and quality data to identify development needs and drive improvements.

Responsibilities

• Develop and lead the Contact Centre training and development strategy.
• Own the end-to-end learning journey, from induction and onboarding through to competency sign-off and ongoing development.
• Design and deliver engaging training programmes for both onsite and remote colleagues.
• Create annual and rolling training plans aligned to operational priorities and business objectives.
• Lead and develop trainers and live-support colleagues, providing coaching and clear direction.
• Build and maintain competency frameworks, assessments, training materials, and learning resources.
• Work closely with operational leaders, quality teams, and workforce planning colleagues to identify capability gaps and development opportunities.
• Measure training effectiveness through learner feedback, quality outcomes, operational performance, and colleague confidence.
• Support new services, technology implementations, and business change initiatives with effective training and communication plans.
• Champion a culture of continuous improvement, coaching, and professional development across the Contact Centre.

Job description

IVC Evidensia Group in the UK is seeking an experienced Training Manager to lead learning and development across our Contact Centre Customer Hub. You will shape onboarding, coaching, development and performance, ensuring both office-based and remote colleagues have the skills and confidence to deliver outstanding customer service.

You will design and deliver engaging training programmes, create annual and rolling plans aligned to operational priorities, and lead trainers with clear direction