Training Centre Manager CCH
Core
Lead learning and development strategy for a Contact Centre Customer Hub, managing onboarding, coaching, and performance development for both office-based and remote colleagues to ensure outstanding customer service.
Role type
Senior Learning and Development Manager (Contact Centre)
Builds
Comprehensive training programmes, competency frameworks, and learning resources for a customer support network.
Domain
Healthcare / Customer Service Operations
Required skills
Training strategy design, onboarding management, competency assessment, trainer coaching, stakeholder management, data-driven performance analysis, blended learning delivery, project management.
Preferred skills
Strategic thinking, facilitation, resilience, continuous improvement mindset.
Responsibilities
Develop and lead the Contact Centre training strategy; own the end-to-end learning journey from induction to competency sign-off; design and deliver engaging training programmes; lead and develop trainers; build and maintain competency frameworks; measure training effectiveness through feedback and operational data; support business change initiatives with training plans.
Seniority
Senior, hands-on IC