Senior Training Manager - Contact Center

• Responsible for the development, training and coaching of all teams to ensure consistency of quality and service levels across all sites, instilling a culture to provide quality care, sales through service, first call resolution, great onboarding experience and win back.
• To develop tailored programs to improve performance, experience, quality, retention and revenue conversion rates using advanced training techniques and coaching methods.
• To develop and implement training programs that make the best use of available resources and reduce call handling time.
• Responsible to accomplish a full leadership and management training and coaching program, in order to develop all service group leadership and management skills across sites.
• Build and improve training courses and other tools for leadership and management skills. This involves assessing needs, defining gaps and design objectives, coaching techniques and developing methods of assessment.
• Responsible of digital and e-service team development, to create and design an excellent online interaction and great customer experience training materials.
• Responsible and understand the importance of digital channels and strategies to transfer knowledge, and ability to enhance live interactions, content, email to drive customer engagement, community management and provide high service levels.
• To teach training and coaching methods “TOT” and skills to the coaches and team managers.
• To provide offline training, training side by side methodology, in person workshops and e-learning materials to support a variety of organizational initiatives and business needs.
• To evaluate the effectiveness of training programs, review performance/quality assurance evaluations and repeat call reasons to continuously adjust and shape training programs.
• To develop and support initiatives that increase employee engagement and development outside of the traditional training environment.
• To work with the training team and managers to create new training courses and evaluate existing ones.
• To create performance testing and evaluation processes that enhance the learning environment professionally.
• Financial Excellence (budgets, revenue/profit and costs)
• To support the team towards achieving all targets including, first call resolution, revenue and churn. Customer Excellence (internal/external customer engagement and relationship management)
• To be responsible for the onboarding process for new employees through an excellent and comprehensive training process.
• To work closely with the Group Service Managers and Coaches to ensure delivery of high level training for new joiners, as well as regular ongoing training sessions and assessments for the Service Group.
• To increase the levels of employees’ product awareness
• To assure contentious high levels of understanding and practical knowledge of all system related components.

People Excellence (internal/external customer engagement and relationship management)

• To develop people and skills and set strategies for agents to grow through career progression plans.
• To create an environment which is a great place to work through dedication, enthusiasm, sharing of knowledge, honesty and desire to support others.
• To display excellent standards in all you do and inspire others to do the same, and that to operate within legislative/regulatory and company policies and procedures.
• To display confidence, self-belief and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
• To continuously develop trainer’s skills by conducting regular “train the trainer” training sessions and maintaining an up to date knowledge of products, services, systems and work processes.

Frameworks, boundaries and decision-making authority

• To review and develop all training programs and processes to ensure simplicity for internal teams.
• To manage all the service group coaches across the region.
• To coordinate with employees to assure adherence to business rules and policies