My line of business - the management development trainer

Do you find the multitude of roles that exist in the call centre sector a bit mind-boggling? Well, worry no more. Call Centre Helper is on hand to give you the low-down on the variety of jobs that exist in the world of call centres. Each month, we’ll be hearing from an individual who works in the sector and will not only discover what they do for a living, but also what their tips are for getting in to that line of work.

This month, we profile Susan Byrne, management development trainer at the outsourcer RHL

I became a management development trainer at RHL in Glasgow in 2004. After returning from maternity leave I approached the company’s head of quality and training with a proposal around the training and development of existing and future team leaders. I had already completed all the necessary internal ‘train the trainer’ courses and felt that there was a real requirement for a specialist management development role.

RHL as a business is extremely forward-thinking and places great value on employee training and development. The management recognised the need for this specific function and welcomed my suggestion. The rest, as they say, is history.

It is very difficult for me to describe my typical day at RHL; in all honestly, every day is a new and rewarding challenge. Essentially I am responsible for the implementation and presentation of RHL’s three-day Training Manager Foundation Module, which is delivered to new team leaders. The

module is designed to provide candidates with essential leadership skills and to build their self-esteem and confidence. It encourages an open and trusting environment, too, where delegates support and provide one another with constructive feedback. On top of this, I also co-ordinate RHL’s Advanced Presentation Skills, Time Management and Coaching skills courses.

One of the most rewarding parts of my role is focusing on the design and implementation of bespoke development courses, which are always based on RHL’s current business and customer requirements. This involves working closely with colleagues that are managers of other departments as well as those senior executives involved in developing our focused business strategy.

Understandably, training evaluation is imperative and on a regular basis I actively review training course goals and objectives, examining all feedback, learning styles and the contribution of attendees. Not only does this enable me to implement any necessary improvements; it also keeps me on my toes.

Why I am where I am

Training and development is my preferred career path as I enjoy the ‘hands-on’ coaching and mentoring element of my role. I am motivated by developing training courses that benefit my colleagues and RHL as a business. Seeing colleagues progress with the company is particularly rewarding. Nothing gives me a greater feeling of pride and fulfilment than seeing staff promoted after they have participated in one of my training courses. In fact, someone once said to me that when they left my training, it was like going to the hairdresser’s. They went in a mess and came out feeling a million dollars. As you can image, that made me feel very proud.

As I see it, there are a number of attributes required to be a successful management development trainer. Coaching experience is essential as this generates confidence and a strong ability to influence others. Also, good interpersonal skills are imperative. You need to be able to communicate with and counsel employees with different needs and levels of ability. Each employee is different and this must be recognised in order to ensure that people receive maximum benefit from training. A good trainer requires the ability to constantly think on their feet, but at the same time be able to manage both people and time effectively.

I think it is very important to be committed to the company that you work with and fully understand its business objectives, too. Naturally, it helps immensely if the company that you work with recognises the importance of employee development. I am extremely fortunate to have a manager that encourages and supports personal improvement, and this gives me great confidence.

Working in the customer contact centre industry is extremely fulfilling and I think a lot of people are beginning to realise that it offers a structured career path for people of all ages. Employees are the lifeblood of the industry and forward-thinking companies like RHL recognise that training and development are effectively an investment in the future success of the business. At RHL, I am instrumental in developing employees’ abilities and motivating them to progress their career. The company invests a significant amount of time and money in training, and it gives me great satisfaction that I am entrusted with driving this commitment forward.