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Contact Centre Trainer

2 months ago

Liverpool, United Kingdom Page Personnel Full time

Thriving Business
- Progression Opportunities

**About Our Client**:
For more than 30 years, your new company offers innovative services. The company has a very loyal customer base and sells products through multiple channels

This is an exciting opportunity to join a thriving, busy team. Whilst leading your team, responsibilities will include:

- Own and manage the client training relationship, working closely with client knowledge specialists to transfer
knowledge into effective contact centre training packages
- Deliver classroom and remote training, delivering customer centric product/technical knowledge, call
handling skills, customer service/sales skills as well as campaign processes and procedure
- Own and manage the Knowledge Management Processes, including management of detail in Knowledge
Bases
- Plan and schedule all training sessions on a variety of topics relating to the campaigns
- Manage all training records against company processes
- Proactively provide solutions to improve and enhance service delivery
- Flexibility to work at other locations from time to time

**The Successful Applicant**:

- A successful background in contact centre training design and delivery
- Previous experience managing client training relationships, evidence of both Account Management and
campaign management experience in a contact centre role would be an advantage
- Previous experience managing or contributing to service design, knowledge management and knowledge
databases
- Highly numerate, able to conduct analysis on training related outcomes in order to drive client reporting and
continuous improvement
- Excellent verbal and written communication, interpersonal and presentation skills
- Flexible with regards to working hours
- Technically savvy with a good knowledge of social media
- Fluency in another language in addition to English would be an advantage

**What's on Offer**:

- £26,000-£28,000 Salary package
- Hybrid home/office working
- employee discounts
- 25 days holiday + bank Holiday
- Excellent training and support
- Progression options and various routes to develop into operations management

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