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Call Center Trainer


  • £20000 - £21000 per annum
  • Posted: 19/06/2017
  • Bristol
  • Job Ref: 043309212
  • Permanent

Job Details

Our client is a Global Insurance Company and they are currently looking to recruit a Training Officer to join the team based in central Bristol.
Hours of work are Monday - Friday 9am - 5.30pm.
You will receive a salary of £21,000.

Fantastic location very close to Temple Meads Station.
You will be delivering training to the contact centre.
Main duties:
· Use of training request system to provide audit trail of requests
· Attend meetings and make contact to source information from the client
· Ensure all materials meet all relevant regulatory & statutory requirements
· Conduct individual training needs analyses on request and through proactive revisit to trainees
· Attend meetings with internal and external contacts to confirm requirements and actions
· Deliver training interventions to the appropriate standard as required
· Evaluate the delivery of the Training Associate
· Employ meaningful evaluation mechanisms, collate, analyse and communicate the results making recommendations for solutions
· New starter feedback is recorded and circulated appropriately
· Identify areas for improvement within training delivery programme. Discuss with Training Manager / Training Associate for solutions and changes
· Complete all relevant reporting on the outcome of the training to include test scores, post training assessment
· Conduct meaningful course evaluations and report the outcomes
· Listen in to calls to assess performance
· Deliver appropriate coaching and training to address performance or to upgrade skills overall
· Conduct remote and local train-the-trainer programmes with other sites
· Monitor the performance of teams when required irrelevant of site
· Provide updates and new versions of materials as necessary
· Complete reporting accurately to monitor each new agent through Induction training
· Agree appropriate action for delivering to groups / individuals at key time periods
· Conduct evaluation / feedback sessions to analyse shortfalls in recruitment and training

Essential requirements:
· Training experience, preferably within a call centre.
· Proven call centre experience
· Customer oriented background (sales and service)
·
· Solid understanding of how training can influence achievement of business objectives.
· Strong motivational skills to develop people's attitudes and skills
· Excellent communication skills to impart knowledge and information
· Ability to identify and respond appropriately to training requirements demonstrating flexibility in shifting priorities.
· Is committed, enthusiastic, positive, resourceful and resilient.

If you would like to apply please click apply or send your CV to Katherine.white@pertemps.co.uk