Training Manager

TN United Kingdom; Glasgow; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an experienced Contact Centre Training Manager to enhance their multi-site operations in Glasgow. This role demands a dynamic professional with a passion for training and quality assurance. You will lead a vibrant team, ensuring that training materials are designed effectively and that performance metrics are met. The ideal candidate will possess strong interpersonal skills, leadership experience, and a proven track record in a call centre environment. If you're ready to make an impact and drive excellence, this is the opportunity for you!

Qualifications

• Experience in designing and implementing training materials for businesses.
• Strong leadership and supervisory skills in a training environment.

Responsibilities

• Lead the training and quality function to meet business objectives.
• Monitor training documents and performance against KPIs.

Skills

Interpersonal Skills

Training & Quality Experience

Leadership Skills

Quality Reporting

Problem-Solving Skills

Performance Management

Job description

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We are working with a well-known brand that is looking for an experienced Contact Centre Training 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 and implementing Training & Quality materials for a business, get in touch!

About the role:

1. Lead the training & quality function and team to meet and exceed business service level objectives, service targets, and corporate goals, including operational metrics, quality, customer satisfaction, client satisfaction, absenteeism, and attrition (in-house & outsourced).
2. Responsibility for operational training processes and overall delivery & business quality performance.
3. Continuously review and monitor training & quality documents and the performance of all advisors (in-house & outsourced) against agreed KPIs, ensuring calls are handled professionally.
4. Support the completion and circulation of all training & quality reports to customers/clients as per contractual requirements.
5. Maintain regular communication 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, and leadership/supervisory skills.
• Previous Training & Quality experience is essential.
• Experience in train-the-trainer and people management.
• Skills in Quality Reporting, Operations, and Analytics.
• Ability to design all Training & Quality materials and plan for the business.
• The role requires occasional travel to other UK and offshore sites (not often, only when required).
• Previous experience working in a training & quality role within a call centre environment is essential.
• Excellent verbal and written communication skills.
• Effective problem-solving skills.
• Performance management skills and experience.

Please get in touch with us for more information.