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My client is a professional organisation that is striving to deliver outstanding customer focused service through their membership call centre. Currently undergoing significant cultural change, this is an opportunity to put training at the heart of everything they do.

Reporting to the Head of Call Centre, you will be responsible for the full training cycle from training needs analysis, course content development (soft skills, induction, technical), training delivery, course effectiveness evaluation and the development of individual training plans. With your three direct reports you will be an Ambassador for training, transforming both its perception and value within the business.

KEY SKILLS

• Complete training cycle management including training needs analysis and the design of training frameworks and modules
• Call centre best practice awareness at agent and management level – design and delivery of training
• Training team and budgetary management experience
• Ideally with a training qualification, i.e. CIPD Certificate in Training Practice

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Published at 30-04-2008
Viewed: 1139 times