Contact Centre Training Manager
- Salary: £35,000
- Location: Birmingham
- Industry: Motor Trade Jobs / Automotive Jobs
Description:
Our client is a cutting edge ecommerce company in a very large vertical market - the £34 billion car industry. As the UK's leading online car retailer the company is revolutionising the industry and has aspirations to do so worldwide.
The primary job function is to create training programmes that will deliver world's best class sales and service for an innovative e commerce business model. Responsible for the creation and delivery of a new starter training program for all areas of customer contact; primarily focused on the call centre, the finance team and the face to face sales teams. Responsible for all training to deliver improvement in the customer contact KPIs across sales and service. Key focus is on increasing revenue generation, cost efficiencies and maximising the customer experience. This position will be predominantly based in Birmingham but some travel will be required across the UK. Working in conjunction with the Call Centre Manager, Finance Manager and Customer Support Manager based at the handover centres.
Key responsibilities include:
* Design, create and deliver new starter training programmes
* Design, create and deliver training to drive performance in all customer contact KPIs, with a focus on revenue generation, cost efficiency and customer experience
* Design, create and deliver manager training in mentoring, coaching and performance management
* To develop a training function to support the business as it scales
* To create/revise process maps for all customer contact processes
* To drive improvement through training needs analysis
* Ability to analyse and utilise MI reporting to drive training requirements
* To act as a key member of the customer contact management team
The successful candidate will have multiple years experience in the Contact Centre environment, strong forward planning skills, 5+years experience in training, coaching and developing others from agent to managers, strong sales focus with personal portfolio of selling skills, strong customer experience skills with personal portfolio of customer service skills, experience in building a training function, lean six sigma trained (desirable), strong MS office skills and knowledge of the internet, ability to work autonomously, developing plans to grow training inline with the business requirements, proven track record in achieving targets with excellent customer handling skills, high accuracy with data input to IT systems and excellent verbal and written communication skills.
If you have not been contacted within 30 days of your application please assume you have been unsuccessful on this occasion.
