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Job no: 548600
Work type: Full time
Site: Redditch
Categories: Central Support
Location: Worcestershire, United Kingdom
Salary: Upto £28,000pa plus aligned company benefits
Business Area: Halfords Support Centre
Job Purpose
The role of the Group Contact Centre T&D Assistant is to support the effective onboarding and skills development of all Contact Centre agents, both in-house and outsourced. You will work closely and collaboratively with the rest of the Training and Transformation teams, as well as Operations, helping to build a centre of excellence that delivers our customers a first-class experience, ensuring >90% of contacts are resolved first time.
Key Responsibilities
To deliver effective onboarding, product and services training, customer service and contact handling best practice. Support the Training Lead in conducting departmental wide needs assessment and identify skills or knowledge gaps that need to be addressed. Assist with the design of training materials and supporting documentation. Provide train-the-trainer sessions for internal subject matter experts and outsource partners. Manage the admin tasks required to help support the onboarding of new hires; including the set-up of system access, tracking of glide path targets, and appropriate handovers to team leaders. Support the evaluation of the effectiveness of training delivered to continuously improve the training design and delivery, as well as feeding back any operational opportunities to appropriate stakeholders. Track the training delivered, and results, in order to log all training our Contact Centre teams have received. Support the roll-out of additional training initiatives such as marketing campaigns, product developments, changes to compliance regulations, etc. Flexibility to work in a fast-paced Contact Centre environment with a proven track record of delivering in the above areas. Support the Training Lead on other tasks, as and when required.Essential skills
Demonstrates “above the line” behaviours. Passion and flair for training, particularly within a customer contact environment. The ability to build strong and lasting relationships, adapting your delivery style to suit the needs of the situation. Outstanding communication and collaboration skills, proven by experience working across teams/projects. Ability to plan, execute and manage high volumes of work. High level of initiative and self-motivation. Demonstrated ability to make successful presentations Practical knowledge of using MS Office, Teams, SharePoint and PowerPoint proficiency.Desirable
Experience of creating and delivering of training material and training planning, both face to face and virtual. Knowledge of systems that support the Contact Centre e.g., Salesforce, SAP, etc. Experience of working with an LMS and eLearning authoring tools. Experience of training material design software. Training qualification/certification.
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