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
