Contact Centre Trainer - Birmingham, United Kingdom - Cactus Search

Cactus Search

Verified Company

Birmingham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Contact Centre
Trainer
Birmingham (City Centre)
£25,000 plus great benefits

We are currently supporting a key client of ours with the recruitment of a new
Contact Centre Trainer for their Customer Services function in their Birmingham site.

The main purpose of this role will be to support the business operations with all new starters & existing training & coaching requirements.

Support is a key requirement in the role as well as the ability to drive the wider L&D strategy and manage key operationalrelationships.

**:

Job Purpose;**:
Be responsible for creating a learning environment that delivers an engaging experience.
Contact centre coaching & development experience
Ensure that bestinclass service is provided via a robust quality & training model.
Working closely with key stakeholders (Team Leaders & Operations Manager) to deliver the strategy.
Identify execution weaknesses and communicate findings and recommendations to Operations Management.
Hold regular benchmarking sessions with Operations Management and Team Leaders to ensure that customer quality monitoring standards are understood and consistently assessed.

** Experience & skills**:

Previous experience in leading a team within a training or coaching role.
Contact centre training experience preferred.
Experience in training/quality assurance within customer service and support roles
Ability to use data & facts to solve problems
Knowledge of MS Excel for reporting and analytic

Personal Qualities:

Passionate about being that role model to help and inspire others.
Excellent verbal communication skills; good listener who is able to understand customer needs.
A conscientious and reliable individual who is selfmotivated and able to work independently as well as part of a team.
The ability to use knowledge, data and facts to effectively solve problems"
Organised, and understands how to plan out your day
A friendly personality that will lead by example and ensure approachability.
A positive attitude is essential.