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Contact Centre Trainer

4 months ago

Middlesbrough, United Kingdom Cactus Search Full time

Contact Centre
Trainer
Middlesbrough
£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 Middlesbrough 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 best-in-class 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 self-motivated 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.