Contact Centre Training Manager

Division
Operational Support

Location
North West

Salary
£30,000 - £32,000

Reference
888479

Consultant
Avi George
avi@contactcentrepartners.com
020 8989 7779

Apply Now

Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.

We are once again working with a historic client of ours as they move through an exciting period of acquisition, growth and all round improvement. With a customer base which stretches around the globe it is one of the most recognised brands within it's sector.

An e-commerce only brand that has a contact centre of c400 FTE and a 24/7 operation. We are supporting their search for a brand new Customer Service Training Manager.

As the business moves to change and evolves this role is pivotal in the development of Staff Engagement and Customer Satisfaction. Running a team of 3 direct reports you will be the go to person for all training material and development.

Your duties will include but will not be limited to:

  • Programme Evolution
  • Onboarding
  • Team Management training
  • Quality Assessment
  • Process Development
  • L&D
  • RCA
  • Upskilling

The contact piece covers voice, social media and email. As will as typical service training you will need to be aware of the difference in tone, language and culture needed to effectively communicate with customer bases all over the (English speaking) world.

To be successful you must come from a customer service training background, ideally a high volume contact centre world and be able to demonstrate you ability to work flexibly, with autonomy and passion.

For full details please apply via the link provided.