Call Centre Face-to-face Trainer

5 months ago

Leicester, United Kingdom Yü Group Full time

**Description**

As a Call Centre Face-to-Face Trainer your primary responsibility will be to deliver comprehensive training programs to call centre employees in a face-to-face setting. You will play a vital role in ensuring that call centre agents possess the necessary skills, knowledge, and confidence to provide exceptional customer service and achieve performance targets.

Your role will involve developing and delivering training materials, conducting interactive training sessions, provide ongoing coaching and evaluating the effectiveness of training programs.

Passionate and motivated people are the power behind our growth so we’re looking to expand our team and you could be part of our success story.
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What We Need From Yü*
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Here’s a taste of what you’ll be doing:*
- Develop training materials: Create engaging and informative training materials, including presentations, manuals, and job aids, that align with the call centre’s objectives and requirements.
- Conduct training sessions: Deliver face-to-face training sessions to call centre employees, covering topics such as inductions, product knowledge, customer service skills, effective communication, call handling techniques, and system usage.
- Facilitate interactive learning: Utilize various training methodologies, including role-playing, group discussions, simulations, and hands-on activities, to ensure active participation and effective learning outcomes.
- Monitor trainee performance: Assess the progress of trainees during training sessions, provide constructive feedback, and address any knowledge or skill gaps through additional coaching or training interventions.
- Evaluate training effectiveness: Implement evaluation methods, such as quizzes, assessments, and feedback surveys, to measure the effectiveness of training programs and identify areas for improvement.
- Stay updated with industry trends: Continuously research and stay informed about industry best practices, emerging trends, and advancements in call centre operations and customer service techniques to enhance training content and delivery.
- Maintain training records: Keep accurate records of training attendance, performance assessments, and training outcomes to track individual and team progress, and generate reports as required.

**About Yü**
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If you have what it takes you could be just what we’re looking for *
- Proven experience as a call centre trainer or similar role.
- A professional training qualification would be advantageous.
- Strong knowledge of call centre operations, customer service principles, and effective communication techniques.
- Excellent presentation and facilitation skills with the ability to engage and motivate trainees.
- Proficiency in using training tools, multimedia, and technology to enhance training delivery.
- Ability to adapt training approaches to meet the diverse learning styles and needs of trainees.
- Exceptional interpersonal skills and the ability to build rapport with trainees and stakeholders.
- Strong organizational skills with the ability to manage multiple training sessions and priorities.
- Analytical mindset with the ability to evaluate training effectiveness and make data-driven improvements.
- Excellent written and verbal communication skills

**Yü Come First**
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We have a wide range of benefits for our employees including:*
- 24 days annual leave + bank holidays
- Holiday buy - up to 5 additional days
- Day off on your birthday
- Employee Assistance Programme
- Annual salary review
- Learning and development opportunities
- Enhanced paternity, maternity and adoption policies
- Yü made a difference Awards
- 3 days additional annual leave if you get married/civil partnership etc.
- Appointment allowance
- Long service recognition
- Refer a friend payment
- New modern facilities
- Death in service and critical illness cover
- Plus, many more

YUIndeed
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About Yü Group*
Yü Energy are one of the UK’s fastest growing business gas, electricity and water suppliers, supplying thousands of companies across the UK.
On a mission to shake-up the UK business energy market, our winning combination of expert, personal service and competitive prices are specifically tailored to the needs of commercial customers.

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00-£35,000.00 per year

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