Contact Centre Trainer

Full Job Description

The purpose of the Trainer is to facilitate the delivery of high quality and engaging learning events, coaching and training on Client/Capita systems, processes & policies, customer service & communication.

This position is offered on an initial 6 month fixed term basis.

Job title:

Contact Centre Trainer

Job Description:

What you’ll be doing:

• Facilitate effective knowledge transfer across multiple accounts and services to leverage the benefits of AI driven learning
• Deliver personalised coaching to meet the additional knowledge and context requirements needed to enable learners to progress at different speeds according competence and confidence
• Ensure adaptive journeys, live sessions and wrap around activities are effective, engaging and delivered in line with approved playbooks and standards documentation
• Use learning platform analytics to shape delivery, learning direction, interventions and to personalise learning journeys to enable a faster speed to competence for our people
• Test and assure adaptive content and proactively contribute to the design, review and modernisation of learning activities
• Make effective use of the available tech stack, including the Learning Platform (Obrizum) and O365 to enable facilitation of effective, tech enabled learning solutions
• Undertake the professional development required to maintain technical competence, remain current on industry thinking and to develop knowledge of specific learning differences and neurodiversity to support learners, and continuous improvement in learning

What we’re looking for:

• Working knowledge and experience in relevant technical field (if applicable)
• Confident communicator with ability to transfer knowledge clearly and concisely and to adapt style for different communication methods
• Adapts positively to changes in priorities, competing and conflicting demands, changes in priorities and new ways of working
• Ability to analyse and interpret regulations and complex procedures
• Previous experience analysing learning platform data as a tool to shape and inform learner journeys
• Experienced learning facilitator with previous coaching experience
• High level knowledge of digital learning platforms such as Obrizum or O365

About Capita Customer Solutions

Capita Customer Solutions is an established leader in the business process outsourcing market with multiple clients in both the public and private sectors.  We have a strong reputation for the reliable delivery of bespoke, high-quality and flexible solutions in the areas of: Customer Service and Sales, Credit Management, Agribusiness, Quality Assurance, Finance Processing, Multilingual.

What we hope you’ll do next:

Looking to discover more? Let your line manager know, then choose ‘Apply now’ to fill out our short application and send us your CV.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

Location:

Clonakilty

,

Ireland

Time Type:

Full time

Contract Type:

Fixed Term (Fixed Term)