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Contact Centre Training Team Leader

1 month ago

Seaham, United Kingdom ResQ Ltd Full time

ResQ are a successful Outsourced Contact Centre business with big plans and big expectations for 2023 and beyond.

We are a call centre business with a difference though. Our people are what makes ResQ excellent - they enjoy working in a professional, fun environment and are proud of what they do.

We now find ourselves looking for someone to lead our North East training team. Reporting to the Head of Training, you will lead a team of dedicated trainers and be responsible for developing ResQ Agents and delivering a range of learning solutions across the business.

You’ll need to be driven, thrive in high-intensity environments and most of all, be a people person This Training Team Leader role will give you the opportunity to lead by example, motivate and manage a small team and develop your leadership skills.

**The key responsibilities of a Training Team Leader are to**:

- To manage and support a team of Trainers
- To partner with department heads and ResQ clients to understand learning needs and short/long term priorities to support business growth.
- Reviews existing training materials to determine appropriateness and relevance.
- To work with the Head of Training and Head of Talent to ensure new ResQ employees have a fantastic introduction to the company.
- To actively work with Performance Management as a key priority and to improve performance by coaching and supporting the team
- To ensure all legal obligations/compliance requirements are adhered to
- To provide advice and guidance where needed, and be the first point of escalation
- Deliver product, systems and sales training for new employees (as well as refresher/upskill training for existing staff)
- Attend Train the Trainer (TTT) events to upskill on and prepare for the delivery of additional campaign training

**The Skills & Experience we look for**:

- This position would be very well suited to an individual who is confident, professional, and methodical.
- Previous management experience within training or learning and development is preferred.
- Experience of operating within a Call Centre environment would be beneficial but is not essential.
- The ability to work within fast paced and agile environments.
- The ability to communicate and engage with individuals of all levels.
- The ability to deal with a wide variety of individuals and scenarios
- Excellent time management skills and great attention to detail
- Passion for self-development and people development
- Strong IT skills (experience with Microsoft packages Word/Excel & PowerPoint)

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

**Salary**: £24,000.00-£31,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Referral programme
- Wellness programme

Schedule:

- Monday to Friday

**Experience**:

- Leadership: 1 year (preferred)
- Training & development: 3 years (preferred)

Work Location: One location

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