AddressOverview
The Training Manager is responsible for the facilitation of training programs across the contact centre team.
The primary purpose of this role is to work closely with the Head of Service Excellence, Contact Centre Service Managers, Team Leaders and Coaching Specialist to design, develop and conduct training, coaching, knowledge management and communication to improve internal employee performance across Contact Centres.
The role will lead and drive delivery of training programs for the contact centre, supported by Coaching Specialist. The role will also be responsible for the analysis, design, and development of team-specific training programs.
Key Accountabilities and main responsibilities
Strategic Focus
- Drive delivery of quality training programs that provide teams with the skills to perform their roles.
- Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
- Build capability across contact centres and aligned with our strategic goals.
- Establish and maintain strong working relationships with key stakeholders, to ensure the delivery of customer centric solutions.
Operational Management
- Work in partnership with key stakeholders to discuss, prioritise and implement training across operations teams.
- Assess and evaluate the effectiveness of training on meeting business needs.
- Deliver Train the Trainer (TTT) workshops for stakeholders to ensure consistency and confidence in the delivery of new programs.
- Engage with key stakeholders to ensure training materials and delivery remains accurate and appropriate. This will typically include:
- Producing custom training contents that could include training guides, on boarding sites, presentation packs, process maps, checklists, cheat sheets, learning aids, surveys, feedbacks, assessments, etc.
- Ensuring training materials are kept up to date with legislative, client and organisational changes and meet the risk & compliance requirements
- Audit and improve training material, in line with brand guidelines, disclosure documents and legislation
- Work closely with the Client to design, develop and deliver training and communication on product, process, and legislative changes for Contact Centre
- Facilitate engaging and effective blended competency-based training including technical, systems, induction, process, administration, soft skills and customer service for internal staff
- Monitor and update existing training folders, knowledge management systems and other leaning collateral, ensuring accuracy and currency
- Work closely with internal Project teams and the Client to manage change management activities including training and communication
- Work with other internal teams to identify training gaps and improvement initiatives
- Use technology and software in the delivery of learning to maximise efficiency.
People Leadership
- Work closely with the Quality Control Specialist team to analyse trends to identify and address learning gaps across Contact Centre
- Align training and processes with the existing quality framework
- Lead and support the Coaching Specialist to provide feedback, coach, support and develop their capability in coaching and training delivery
- Support in driving the maintenance and frequent updates to the team skill matrix, training plans and records
- Develop solutions to upskill Coaching Specialist and Customer Service Officers in the delivery of effective and efficient customer service and administrative processing
- Assist with change management including communication to staff and meetings
- Facilitate meetings to identify and define issues, brainstorm solutions, and implement effective solutions in a cost and time effective manner
- Support the wider business as a SME on projects, change initiatives and other ad-hoc duties as required
- Develop and manage relationships with internal and external stakeholders fostering a team culture that supports our vision and values.
Governance & Risk
- Ensure adherence to legal and regulatory requirements.
- Support Link Group assurance programs that deliver effective risk management and compliance practices.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
- Prior experience in the development and delivery of effective training in adult education and coaching, preferably in Financial Services and or Customer Service
- Prior team leader experience
- Excellent written and verbal communication, and strong presentation skills
- Ability to consult professionally, develop and maintain professional internal and external working relationships
- Ability to work under pressure, use initiative, be self-motivated, proactive, and resilient
- Proven performer individually and in a team environment
- Be creative and solutions orientated with high attention to detail, using a variety of medians
- Flexible and adaptable with a positive collaborative approach to teamwork
- Excellent Microsoft Office Suite skills including video creation
- Excellent facilitation skills with the ability to engage and captivate an audience.
- Certificate IV in Workplace Training and Assessment preferred.
- Tertiary qualification in related areas preferred.
- RG146 required
