.Job SummaryThis role is responsible for coordinating and coaching the training team on the Dyson campaign. Responsible for team coordination, performance management, individual development plans, and liaison with Dyson client key stakeholders and various internal departments. Proactively promote the company culture within the Contact Centre and create and maintain an inspirational, motivational, and professional environment for training to deliver client and business objectives and ensure a great onboarding and new starter training experience.Your day-to-day would look like:Manage the resource of the training team to ensure all client and internal training requests are delivered in line with agreed timescales.Ensure high quality of both training content and delivery.Coach and develop Trainers to improve and build new skills, and evolve the training style to be modern and fit for purpose.Support Trainer coverage, daily activities, and prioritisation of tasks.Update Operations weekly on training and recruitment activities, progress, and concerns.Deliver a successful onboarding plan for each induction group.Be a pro-active member of the CPM/Dyson management team, improving systems and processes to provide the best possible training output to Operations and the campaign.Work closely with managers from Recruitment, Pitstop/Hypercare, and Quality teams to ensure continuous improvement of these connected functions within the campaign.Build good relationships and communication between Training, Operations, internal departments, and the client team.Organisation and forward planning for delivery of agreed team and training objectives.Collaborate with Operations and Dyson to agree the prioritisation of new training courses and content for future trainings.Be proactive to suggest innovative ideas, improvements, and brainstorming activities; question and challenge thinking and decisions, to improve training, outcome, systems, and processes.Ensure the training team are a positive and welcoming first touch point for new recruits into CPM and Dyson.Manage the set up and onboarding of new hires, and ensure all documentation is shared with relevant departments.Review batch performance and support on follow up actions within the team.POC on the ending of probation decisions during induction training, liaising with OMs/Performance Improvement Manager/TLs.Report and track outcome of training courses, updating on completion and pass rates and follow up plan for anyone who does not attend or pass.Share ROI (return on investment) on training initiatives with management and campaign, as relevant, supported by Quality Manager/Reporting.Up to date awareness of training trends, developments, and best practices.Manage the technologies and technical support required to develop, manage and deliver training.What we look for:Experience of leading teams to deliver results.Passionate about learning, training, and people development
