Assistant Training Manager

How You’ll Make an Impact

• Assist in all aspects of new hire training and refresher training to support new staff in becoming proficient in policies, procedures, systems, SLA’s and controls.
• To support and deliver training programs as required to support staff in successfully meeting SLA’s and embedding the internal control framework.
• Evaluate the performance of agents using tools available such as assessments, playbook observations, and provide recommendations.
• Support the maintenance of training facilities and related training materials.
• Support management refine engaging programs in various formats (documentation, live and online training material).
• Maintain robust training logs, ensuring an ability to evidence attendance of all.
• Work in conjunction with complaints and errors teams to share learnings and embed culture of continuous improvements.
• Fully support and ensure embedding of the Training Development & Competency scheme
• Monitor completion of continuous professional development training within agreed timelines.

Requirements

Expertise

• Previous experience of training within a contact centre environment is preferable.
• Strong understanding o...