Group Contact Centre Training & Development Lead

Updated: May 13, 2024 10:17 PM GMT

Halfords

Redditch

Job Purpose

The Group Contact Centre Training and Development Lead will be an important part of the Change & Transformation team. You will lead the effective onboarding and skills development of the Contact Centre teams (both internally and outsourced). You will work in collaboration with the rest of the Change & Transformation team, as well as our Operations teams, helping to build a centre of excellence which delivers our customers a first-class experience and resolves 90% of contacts first time.

Key Responsibilities
• Own the design and delivery of effective customer service onboarding and continuous training / best practice
• Lead the Training team to ensure exceptional inductions and ongoing customer service training
• Identify training gaps and the implantation of action plans to address these
• Evaluate effectiveness of training delivered to continuously evolve our approach - feed back operational opportunities to appropriate stakeholders
• Maintain supporting governance... More Detail