Learning & Development Manager

Cactus Search; Glasgow; On-site; GBP 35,000 - 50,000; Full time

Job summary

A well-known brand is seeking an experienced Contact Centre Training/L&D Manager for their operations in Glasgow. The role involves leading training and quality functions, enhancing leadership skills, and ensuring high service levels. Ideal candidates will have a strong background in training, quality management, and excellent communication skills.

Qualifications

• Experience in designing and implementing training materials.
• Experience in a training & quality role within a call centre environment.

Responsibilities

• Lead training & quality function to meet service level objectives.
• Oversee operational training processes and business quality performance.
• Review training & quality documents against KPIs.

Skills

Interpersonal Skills

Leadership

Analytical Skills

Problem Solving

Communication

Job description

We are working with a well-known brand that is looking for an experienced Contact Centre Training/ L&D Manager for their 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 client's busy, vibrant team. The successful candidate will be motivated, resilient, organized, high-caliber, and dedicated to delivering excellent service. If you have previous experience designing & implementing Training & Quality materials for a business, get in touch!

About the role:

1. Training & Development of Managers/Team Leaders to enhance leadership within the business.
2. Lead the training & quality function & team to meet and exceed service level objectives, targets, and corporate goals, including operational metrics, quality, customer & client satisfaction, absenteeism, and attrition (both in-house & outsourced).
3. Oversee operational training processes & overall delivery & business quality performance.
4. Regularly review and monitor training & quality documents & advisor performance (in-house & outsourced) against KPIs, ensuring calls are handled professionally.
5. Support the completion & circulation of all training & quality reports to customers/clients as per contractual requirements.
6. Maintain regular communication and feedback, ensuring accurate and timely sharing of T&Q data with senior leadership.

Who are we looking for?

1. Proven interpersonal, training, quality & leadership/supervisory skills.
2. Previous training & quality experience is essential.
3. People management & train-the-trainer experience, along with people management skills.
4. Strong quality reporting, operational, and analytical skills.
5. Experience in designing all training & quality materials and planning for the business.
6. The role requires occasional travel to other UK & offshore sites, as needed.
7. Experience working in a training & quality role within a call centre environment is essential.
8. Excellent verbal and written communication skills.
9. Effective problem-solving abilities.
10. Performance management experience and skills.

Please share your CV with Matt@.