Training Manager

Cactus Search; Glasgow; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an experienced Contact Centre Training Manager to lead their training and quality initiatives across multiple sites. This dynamic role involves designing and implementing training materials, monitoring performance against KPIs, and ensuring high standards of service and quality. The ideal candidate will possess strong leadership skills, a proven track record in training and quality management, and excellent communication abilities. Join a vibrant team dedicated to delivering exceptional customer service and making a significant impact in the contact centre environment.

Qualifications

• Experience in designing and implementing training and quality materials.
• Proven leadership and supervisory skills in a training context.

Responsibilities

• Lead training and quality functions to meet business objectives.
• Monitor training performance against KPIs and ensure quality standards.

Skills

Interpersonal Skills

Training Skills

Quality Management

Leadership Skills

Problem-Solving Skills

Communication Skills

Performance Management

Job description

We are working with a well-known brand who 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, 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:

1. Lead the training & quality function & team to meet and exceed business service level objectives, service targets, and corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition (in-house & outsourced).
2. Responsibility for operational training processes & overall delivery & business quality performance.
3. Continually review and monitor training & quality documents & performance of all advisors (in-house & outsourced) against agreed KPI's, ensuring that calls are handled professionally.
4. Support the completion & circulation of all training & quality reporting to the customer/clients as per the contractual requirements.
5. Maintain regular communications and feedback, ensuring accurate and timely communication of T&Q data with senior leadership.

Who are we looking for?

1. Evidence of effective interpersonal, training, quality & leadership/supervisory skills.
2. Previous Training & Quality experience is essential.
3. Train the trainer experience & people management.
4. Quality Reporting, Operational and Analytic skills.
5. Designing all Training & Quality material & Planning for the business.
6. The role requires sporadic travel to other sites in the UK & offshore (not often, only when required).
7. Previous experience working in a training & quality role in a call centre environment is essential.
8. Excellent verbal and written communication skills.
9. Effective problem-solving skills.
10. Performance management skills and experience.

Please get in touch with (url removed).