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- Developing and delivering effective programmes targeted at call centre agents, specialists and support staff;
- Identifying training and development needs within an organisation through job analysis, appraisal schemes and regular consultation with business managers and human resources departments;
- Designing and expanding training and development programmes based on the needs of the organisation and the individual;
- Working in a team to produce programmes that are satisfactory to all relevant parties in an organisation, such as line managers and Heads of Functions
- Monitor the effectiveness of training interventions and provide additional training where required;
- Work closely with the Business Analyst to understand, improve and document business processes
- Completing all record keeping and administrative
- responsibilities for training including evaluation reports and monthly reports.
- Ensuring that statutory training requirements are met;
- Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment;
- Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups;
- Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages;