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Training Manager

  • Salary: £60,000 - £65,000 per year
  • Job Type:Permanent

Posted about 3 years ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email: ncoptitch@merje.com
  • Expiry Date: 26 March 2021
  • Job Ref: PA/17237

My client is looking for a Training Manager to create an industry leading Operational Training Framework and content. Designing and delivering training to equip operational employees with the necessary skills and knowledge to meet customer expectations, as well as upskilling the team of Operational Trainers to manage this going forward.

 

Responsibilities

  •  Create training packages suitable for colleagues and third-party Partners in varying roles with differing levels of experience.
  • Understand the desired business and customer outcomes for operational areas to support with on boarding, up skilling, and ongoing competence on each operational area.
  • Review current customised in-house operational training courses materials where attention is needed to ensure all customised materials are aligned to operational training framework.
  • Provide recommendations that will provide the best learner experience in the contact centre environment and can be adapted to different colleagues’ current skills and experience.
  • Project manage the instructional design process to completion for all operational learning programmes and maintain instructional integrity through the implementation and review of formal evaluation methods.
  • Develop new operational training courses to ensure the learning process is experiential and interactive for smooth task execution.
  • Deliver blended operational training modules, including individual and group classroom environments, and utilising creative and engaging methods of delivery to maximise motivation and compliance of operational colleagues.

 

Skills & Experience

  • Strong background in training programme development and design within a Customer Services environment.
  • Experience and expertise in instructional analysis, design and development that incorporates various media
  • Exceptional presentation and communication skills.
  • Excellent feedback and coaching skills.
  • Flexibility and ability to work in a fast paced and changing environment.
  • Ability to quickly absorb and process new information, translating this into engaging training material.
  • Highly proficient with interactive training software such as Litmos, Articulate, MindFlash etc, along with excellent PowerPoint skills