Contact Centre Training Manager

Description:

Our fast-growing client is seeking a Contact Centre Training Manager to help build one of the best contact centres in the UK. This exciting hybrid role offers the opportunity to design and deliver innovative training programs for new and existing reps, while also leading a cutting-edge Quality Assurance strategy. The role involves collaborating with VPs, Team Leaders, and outsource providers to drive excellence and enhance customer service. If you’re passionate about people development and creating effective training programs, this role could be the perfect fit for you.

Key Responsibilities:

• Design and deliver engaging training programs, including product knowledge, call-handling, and digital skills

• Lead workshops and coach contact centre representatives to success

• Create and manage induction training programs for new hires

• Oversee and refine training initiatives to ensure continuous development and performance improvement

• Collaborate with teams across the business, including VPs and Team Leaders, to drive training excellence

• Manage quality assurance initiatives and ensure high standards are maintained across all contact centre operations

Skills & Experience:

• 2+ years of experience as a Contact Centre Manager or in a similar training role

• Expertise in training and facilitation, with a passion for developing people

• Data-savvy and adaptable, with strong problem-solving abilities

• Experience working across omnichannel contact centre environments

• Bonus points for experience in the travel or loyalty industry

Offer Includes:

• £45,000 salary

• 20% annual bonus

• 26 days annual leave

• Hybrid working arrangement based in Manchester

• Annual salary reviews

• Additional benefits (unspecified)