This job ad has been posted over 40 days ago...
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3applicants
Contact Centre Trainers x 3
Recruiter
Call Centre Associates
Location
in Docklands, London , London
Salary: £30 - £35k basic + benefits
Reference: CCH2326RB
Job Purpose Following a significant restructure, our Financial Services client is currently looking to increase the training and development capability within its contact centre function. In order to achieve this we are currently sourcing 3 Contact Centre Trainers who will assist in identifying, developing and delivering a wide range of learning activities to meet operational and developmental needs. Accountabilities
• Conduct Training Needs Analysis to identify skills and knowledge gaps and implement appropriate training solutions in consultation with Team Leaders and the Quality and Development Team Leader
• Assist in the development, production and timely delivery of training for all contact centre staff (including centre desk and outsourced provider) ensuring that they meet the business requirements and quality standards
• Involvement in systems and business process development and testing, where appropriate, as part of training needs analysis and training module development
• Work closely with contact centre teams and resource analyst to ensure that learning activities are carried out according to predefined schedules
• Develop and maintain agreed schedule of training activity (modules and evaluation systems)
• Produce and analyse relevant reports, presenting findings and recommendations to key internal and external stakeholders, including post-training evaluation summaries, performance against objectives, improvements as a result of learning activities, cost of training and number of days spent on training
• Promote and facilitate a wide range of learning activities to meet specified needs, coaching, mentoring, e-learning, self-managed and action learning
• Keep abreast of advancements in the training industry to ensure that we continue to provide innovative learning and development solutions to the contact centre which are in keeping with Best Practice
• Encourage the development of a 'continuous improvement' culture.
• Undertake projects as and when required Person Specification
• Track record of delivering training within a contact centre environment
• Excellent communication skills.
• Able to deliver training highly effective training to groups of varying size and needs.
• Able to analyse data to be able to assess training needs or evaluate training effectiveness.
• Able to design training that will directly increase the skill levels of delegates.
• Proficient in Microsoft Office Word, Excel and PowerPoint
• Understands training theory, including the training cycle and learning styles.
• Financial Services experience is desirable
• Experience of conducting training needs analysis exercises.
• Experience of designing, delivering and evaluation training in a contact centre environment.
• Experience of coaching and giving 1:1 feedback. To apply, please forward you re most up to date CV to robbie@callcentreassociates.co.uk
• Conduct Training Needs Analysis to identify skills and knowledge gaps and implement appropriate training solutions in consultation with Team Leaders and the Quality and Development Team Leader
• Assist in the development, production and timely delivery of training for all contact centre staff (including centre desk and outsourced provider) ensuring that they meet the business requirements and quality standards
• Involvement in systems and business process development and testing, where appropriate, as part of training needs analysis and training module development
• Work closely with contact centre teams and resource analyst to ensure that learning activities are carried out according to predefined schedules
• Develop and maintain agreed schedule of training activity (modules and evaluation systems)
• Produce and analyse relevant reports, presenting findings and recommendations to key internal and external stakeholders, including post-training evaluation summaries, performance against objectives, improvements as a result of learning activities, cost of training and number of days spent on training
• Promote and facilitate a wide range of learning activities to meet specified needs, coaching, mentoring, e-learning, self-managed and action learning
• Keep abreast of advancements in the training industry to ensure that we continue to provide innovative learning and development solutions to the contact centre which are in keeping with Best Practice
• Encourage the development of a 'continuous improvement' culture.
• Undertake projects as and when required Person Specification
• Track record of delivering training within a contact centre environment
• Excellent communication skills.
• Able to deliver training highly effective training to groups of varying size and needs.
• Able to analyse data to be able to assess training needs or evaluate training effectiveness.
• Able to design training that will directly increase the skill levels of delegates.
• Proficient in Microsoft Office Word, Excel and PowerPoint
• Understands training theory, including the training cycle and learning styles.
• Financial Services experience is desirable
• Experience of conducting training needs analysis exercises.
• Experience of designing, delivering and evaluation training in a contact centre environment.
• Experience of coaching and giving 1:1 feedback. To apply, please forward you re most up to date CV to robbie@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 28-02-2008
Viewed: 747 times
Viewed: 747 times
