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European Training Manager
Ireland/London - London, Ireland, Europe (other)
European Training Manager
London/Ireland
£50,000 - 55,000 + bonus + car allowance + benefits
Company
Our client, a leader within there field has multiple sites across Ireland and Europe, requires a European Training Manager. This is a newly created role aimed at developing the overall call centre customer experience across all locations. This is a pivotal role with a company committed to delivering exceptional customer experience across all touch points for Europe.
The Role
Key Responsibilities:
Develop and implement training strategy to optimise revenue from telesales channel and drive customer experience performance.
•Working with call centre training teams to drive performance
•Work with Operations managers to ensure that operations centres meet or exceed key operational targets
•Work with outsource providers to ensue customer satisfaction, revenue and conversion targets are met or exceeded
•Develop ongoing training plans to improve performance standards
•Develop and implement training material to support the product strategy for customer service
•Identify areas of opportunity to improve conversion
•Develop annualised training calendar to improve telesales performance
•Develop content to introduce specialisation into telesales
•Develop training material in sales and service
Knowledge and Experience
•Experience in developing strategy at senior levels
•Experience in developing training material to drive customer experience
•Moderate level of project management skills
•Understanding of call centre technologies
•Process optimisation
•Experience of working with in source and outsource operational partners
•Strong analytical and planning skills
•Worked within an organisation or delivered training within the EU
Travel across the EU will be required,
To apply, please forward an up to date CV to brucine@callcentreassociates.co.uk
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