Job: Learning and Development Manager
|Title||Learning and Development Manager|
Learning and Development Manager reporting to Deputy Director of Contact Centre
Role Purpose: To coach/develop Customer Service Officers and Team Leaders. To maintain a comprehensive training needs analysis of staff and ensure appropriate training plans are put in place to support the business.
To develop and implement a quality monitoring regime to deliver service improvements to the customers experience including delivering a right first time service.
To develop training programme’s that support corporate induction, ongoing personal development and enable staff to deliver excellent customer service.
To co-ordinate training and development of the team in order to develop individuals’ skill while creating a balance of skills to enable the Deputy Director of Contact Centre to maximise the opportunities from Work Force Planning.
To support the Deputy Director in migrating new services into the Contact Centre and to ensure staff are multi-skilled across a number of defined services.
To undertake benchmarking exercises to assess quality, as well us prepare the Contact Centre for external accreditation and ensure these standards are maintained and reviewed on a regular basis.
Provide reports on performance and quality on a regular basis to the Deputy Director of Contact Centre.
Coach Customer Services Officers & Team Leaders
Develop a Quality Monitoring Regime
Expansion of Service
Service Level Agreement
Customer Involvement in the design of the Contact Centre
Research and Best Practice
Contacts – external and internal
Decision Making – authority, mandates and constraints
Context / Other Factors
Role related knowledge, skills and experience at entry (Progression in Role – Entry Level)
Note: All employees are expected to be flexible in undertaking the duties and responsibilities attached to their role and may be asked to perform other duties, which reasonably correspond to the general character of their role and their level of responsibility.
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