Group Contact Centre Training and Development Assistant

4 months ago

Redditch, United Kingdom Halfords Full time

Job Purpose

The role of the Group Contact Centre T&D Assistant is to support the effective onboarding and skills development of all Contact Centre agents, both in-house and outsourced. You will work closely and collaboratively with the rest of the Training and Transformation teams, as well as Operations, helping to build a centre of excellence that delivers our customers a first-class experience, ensuring >90% of contacts are resolved first time.

Key Responsibilities

  • To deliver effective onboarding, product and services training, customer service and contact handling best practice.
  • Support the Training Lead in conducting departmental wide needs assessment and identify skills or knowledge gaps that need to be addressed.
  • Assist with the design of training materials and supporting documentation.
  • Provide train-the-trainer sessions for internal subject matter experts and outsource partners.
  • Manage the admin tasks required to help support the onboarding of new hires; including the set-up of system access, tracking of glide path targets, and appropriate handovers to team leaders. 
  • Support the evaluation of the effectiveness of training delivered to continuously improve the training design and delivery, as well as feeding back any operational opportunities to appropriate stakeholders.
  • Track the training delivered, and results, in order to log all training our Contact Centre teams have received.
  • Support the roll-out of additional training initiatives such as marketing campaigns, product developments, changes to compliance regulations, etc.
  • Flexibility to work in a fast-paced Contact Centre environment with a proven track record of delivering in the above areas.
  • Support the Training Lead on other tasks, as and when required.

Essential skills

  • Demonstrates “above the line” behaviours.
  • Passion and flair for training, particularly within a customer contact environment.
  • The ability to build strong and lasting relationships, adapting your delivery style to suit the needs of the situation.
  • Outstanding communication and collaboration skills, proven by experience working across teams/projects.
  • Ability to plan, execute and manage high volumes of work.
  • High level of initiative and self-motivation.
  • Demonstrated ability to make successful presentations
  • Practical knowledge of using MS Office, Teams, SharePoint and PowerPoint proficiency.

Desirable

  • Experience of creating and delivering of training material and training planning, both face to face and virtual.
  • Knowledge of systems that support the Contact Centre e.g., Salesforce, SAP, etc.
  • Experience of working with an LMS and eLearning authoring tools.
  • Experience of training material design software.
  • Training qualification/certification.

 

 

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