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Contact Centre Training Team Manager

Role Responsibility

Main Purpose of the Role:

  • To support the development of new and existing staff through overseeing the design and delivery of all Contact Centre technical, regulatory and systems training
  • To motivate, coach and develop a team of Customer Experience Associates and Team Leaders and Subject Matter Experts to confidently and successfully meet and exceed business targets
  • To engender a culture of pride, commitment and dedication and deliver a truly outstanding level of Customer Experience in every aspect of their role, promoting this in others
  • Maximise business opportunities by building and developing positive Customer/Client relationships    
  • Seek opportunities to improve the Customer Experience by researching and analysing trends and feedback, creating a culture of continuous improvement
  • To implement projects that enhance the Customer Experience, reduce costs and mitigate risk, as directed by the Customer Experience Senior Managers
  • To promote sharing best practice across the business with training needs analysis and validation of knowledge transfer
  • To complete stakeholder management internally and externally, including but not limited to Learning and Development team, Recruitment team, Apprentice providers and operational Team Managers

Area/Sub-Function:

  • Monthly 1:2:1s with Team Leaders and Subject Matter Experts
  • Drive their teams development through:
  • Coaching and performance management
  • Observations and development
  • Identifying and developing successors for the future
  • Support staff engagement and drive motivation within the team 
  • Absence management
  • ACE reviews and recommendations
  • Review daily MI including quality dashboard and trend analysis to take all necessary and reasonable action to achieve:
  • Schedule adherence 
  • AHT, hold time, availability and not ready reduction 
  • Supporting recruitment process
  • Hold and attend regular team meetings and scrums
  • Assist in the planning and implementation of agreed initiatives/process changes
  • Conduct appropriate training needs analysis (TNA) within the Contact Centre as new training requests are identified to fully understand training requirement
  • Following TNA, to design new technical training that employs a range of learning styles and meets learning aims effectively
  • Evaluate the effectiveness of training and development activities identifying areas for continuous improvement
  • Implement the Verint elearning tool into Contact Centre training
  • Oversee version control and material sign off for regular updates
  • Attend SS&C development courses
  • Champion professional development
  • Update own PDR
  • Carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed

The Ideal Candidate

Essential:

  • Competent in all areas of the training cycle; Training Needs Analysis, Design, Delivery & Evaluation
  • Experienced in people management
  • Experienced in delivering training
  • Grade H and above for internal candidates
  • Flexibility to work across all UK office locations
  • Ability to communicate effectively with a wide variety of stakeholders
  • Ability to manage own workload
  • Good attention to detail in all written work
  • Proficient in the use of Word, Outlook, Excel and PowerPoint
  • Extensive knowledge of financial industry


Desirable:

  • IOC qualification or desire to complete
  • Experience with FAST and AWD systems
  • Knowledge of collective investment scheme administration and products
  • Experienced at creating e learning and classroom training material

Package Description

  • Flexible Holiday Allowance
  • Life Assurance (4 x salary)
  • Private Healthcare 
  • Flex benefits scheme

About the Company

SS&C (formerly known as DST) is a global provider of investment and financial services as well as software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. Company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organisations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.
All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.

SS&C

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