Head of Agent Enablement Specialist
5 days ago
The Head of Agent Enablement Specialist will play a pivotal role in driving the strategy for onboarding, training, and equipping our agents with knowledge for their roles. This position requires strong cross-functional working, experience in training and content management, and a change management mindset.
Key Responsibilities:- Define Early Tenure Strategy: Ensure strong throughput and quality from training programs.
- Lead Agent Enablement Team: Deliver exceptional, engaging learning content for customer-facing associates across all customer service departments.
- Influence Training Direction: Deliver valuable and innovative training content to drive agent performance.
- Understand Agent Needs: Close partnerships with Customer Operations senior leaders and training teams.
- Lead Content Designers: Design and deliver content to customer-facing associates.
- Ensure Data-Driven Insights: Maintain, update, and improve current agent knowledge platforms, systems, and content.
- Experience and Skills: Proven team leadership skills and experience in similar agent training or knowledge roles.
- A competitive salary of £55,000 - £65,000 per annum, depending on experience.
- Opportunities for career growth and professional development through Capital One University training programs.
- Access to core benefits, including pension scheme, bonus, generous holiday entitlement, and private medical insurance.
- Flexible working arrangements, including hybrid working model and season-ticket loans.
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Head of Agent Enablement Specialist
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