Head of Agent Onboarding
24 hours ago
The Head of Agent Onboarding will be responsible for developing and executing a strategy for onboarding, training, and equipping our agents with knowledge for their roles. This includes defining early tenure strategies to ensure strong throughput and quality from the training.
Key Responsibilities:- Define early tenure strategy for customer-facing associates ensuring strong throughput and quality from the training.
- Lead the Agent Enablement Team to deliver exceptional, engaging learning content for customer-facing associates across all customer service departments in the UK and offshore.
- Influence the direction of agent training through delivery of valuable and innovative training content.
- Understand the needs of agent training through close partnerships with Customer Operations senior leaders and training teams.
- Lead a team of agent knowledge platform specialists and creative content designers to design and deliver content to customer-facing associates.
- Use data and insight to ensure that current agent knowledge platforms, systems, and content are maintained, up-to-date, and continuously improved.
- Experience in a similar agent training or knowledge role, preferably with proven team leadership skills.
- Experience of working with and evolving knowledge platforms, with working knowledge of Jira, ColdFusion, or similar agent knowledge tools highly desirable.
- Ability to use analytical thinking to turn insight into recommendations, improving agent and function performance.
- A competitive salary: £60,000 - £80,000 per annum.
- High performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes.
- Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement, and private medical insurance – with flexible benefits available.
- An open-plan workspace and accessible facilities designed to inspire and support you, including a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.
This is a permanent position and can be based in our Nottingham office. Our hybrid working model offers you the flexibility to work from our offices and from home when you need to.
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