• Work with the wider xx team to develop ****’s Employer Brand and to support the contact centre in delivery of recruitment and retention plans
• Management Development – Facilitating the development of Management Capability in keeping with organisational values and business needs through the design and delivery of bespoke development interventions for all levels of Management and in keeping with requirements of the business plan.
• Culture – lead the implementation of any culture driven initiatives. Support the organisation in embedding ****’s values throughout the organisation
• Talent Management – Develop a Top Talent Strategy for employees at all levels in the Organisation incorporating performance management, reward and development..
• Employee Satisfaction - Measure employee engagement levels and determine drivers for employee turnover in the contact centre representative and support population. In conjunction with the HR Manager, develop and support the implementation of an issue resolution strategy for both groups.
• Career Development – Implement the career development programme for contact centre representatives through the provision of training and other development interventions.
• Development toolkit – Develop and integrate our training tools, including e-learning to provide a development toolkit for contact centre representatives and support teams.
• Performance Management (Support) – continuous review of our performance management process. Manage the annual performance review process in conjunction with the HR Manager.
• Budget management – To prepare and manage the L&D budget to plan
• Team Development – To agree L&D annual plan with team, set objectives and agree and jointly manage personal development plans to enable success
Experience:
• 5+ years experience in a L&D management and training delivery role
• Experience of managing change in a dynamic organisation
• Experience of managing diverse teams
Skills:
• Excellent interpersonal and presentation skills
• Strong oral and written communication skills
• Self starter and ownership orientated with a ‘Can do’attitude