This role entails driving the business forward through new training and development techniques to ensure the call center is exceeding its targets. It involves training at all levels and implementing Employee Development Structures to encourage retention within the business. Dial as a company had contracts with a number of household names such as Carphone Warehouse, Virgin, Sky, IPC Media and I was actively involved in implementing the new training. My duties include:
• Training Co-ordination & facilitation
• Training Needs Analysis
• Course Writing & Delivery of: Sales/IT/Customer Service/ Management
• Implementing Personal/Pay Development Structures
• Managing the training and recruitment for the Call Centre

This entailed managing all the training & development for over 300 staff within the call center. My duties include:
• Effective Management of Trainers
• Effective Management of Training Academies
• Effective Management of Sales Coaches
• Effective Management of 25 Mentors
• Planning future training & development
• Writing & Delivering Effective Leadership Training
• Writing Training for – Sales/IT/Soft Skills/Quality
• Formulating Development Structures
• Formulating Employee Surveys
• Formulating and planning Assessment Days

My duties mainly include:-
• Motivation of staff Managing performance
• 1-2-1’s Coaching/Feedback
• Quality Monitoring Developing staff
• Analyzing Dialler Stats Forecasting/Planning
• Chairing Meetings Sales Incentives