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Contact Centre Trainer - Leeds [04/14/2010] |
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The Trainer’s key role is to make sure our colleagues are equipped with the knowledge and skill to manage customer contacts across the contact centre estate. This will be achieved through the delivery of dynamic, focused and detailed learning programmes, customised for individual operations and colleagues. Engaging delivery of core skills training and management development is critical to the success of the learning framework and is crucial in the support of ASDA service colleagues in delivering exceptional customer service. To be responsible for design, delivery and validation of training packages for inductions, existing colleague development, UK and Offshore Partners.
• Act as the primary source of training and development to colleagues, responsible for enhancing their capability through Provision of training and regular feedback. Provide appropriate fit for purpose training and development plans so that colleagues can meet KRA’s/objectives.
• Able to create frequently asked questions and find solutions to resolve issues.
• Indentify knowledge gaps and trends through observations, analysis, feedback and regular contact with key stakeholders.
• To work with Contact Centre Services Operations team to share best practice and resource, to support the delivery of consistently excellent customer service.
• To openly and constructively challenge or highlight any behaviour and actions that negatively affects customers, people and/or the business to encourage learning and two-way feedback in an honest environment.
• To be responsible for driving own personal development keeping own knowledge on training and delivery up to date, seeking training or coaching to continually improve own personal performance and effectiveness.
• Understanding of the learning style and learning cycle and the ability to design material applying this understanding.
• An understanding of validating delegate learning and the ability to design training material that includes effective validation.
• The ability to design fit for purpose training material after identifying training needs.
• A demonstrable track record of excellent customer focus on both internal and external customers and a commitment to achieving consistently high levels of Customer Satisfaction ideally in a contact centre environment.
• Ability to coach and motivate colleagues to perform to the required standard and influence colleagues to embrace business change.
• Be able to adapt training style to suit different situations and needs, dependent on varying colleague abilities, performance levels and preferences of learning.
• Flexible approach to working hours as the role is within a contact environment, which provides support for colleagues on evenings and at weekends.
• Ability to prioritise and manage a demanding workload to ensure delivery against goals.
• Excellent communication skills both orally and written.
• Excellent self-management and interpersonal qualities, self motivated, enthusiastic and professional with a strong “can do” attitude.
Job Type: Permanent Location: United Kingdom West Yorkshire
Salary: [n/a] Date available: now Specialist Industry: Supermarket Retail Job Contact:: Contact Tel:: Interview Dates:: Closing Date:: Salary-Pay Range:: Minimum Experience:: Experienced Company: Walmart Company Description: Walmart was founded in 1962, with the opening of the first Walmart discount store in Rogers, Ark. The company incorporated as Wal-Mart Stores, Inc., on Oct. 31, 1969. The company's shares began trading on OTC markets in 1970 and were listed on the New York Stock Exchange two years later. Company Website: [n/a]
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05/16/2012