Contact Centre Training Lead

1 week ago

Brisbane, Queensland, Australia beBeeOperational Full time $98,000 - $124,000

About the Opportunity

We are seeking a seasoned professional to lead our Contact Centre training and support functions. As an expert in operational excellence, you will design and deliver tailored solutions to enhance team member capabilities.

The successful candidate will be accountable for developing comprehensive training programs, integrating onboarding processes, and refining performance support tools. This includes designing learning paths, playbooks, content, user guides, conversation guides, and minimum expectations for Contact Centre roles.

Key responsibilities include building a central virtual employee knowledge support model, focusing on new-to-bank employee speed to proficiency. You will also provide valuable input and updates to content for training and knowledge management systems, acting as a front door to effective change management processes.

About You

You will be a creative problem-solver with excellent communication skills, able to collaborate effectively to achieve objectives. Ideally, you will have a strong understanding of the retail contact centre environment and at least 5 years of experience in a learning function.

A strong commercial acumen and business awareness, with a focus on relationship building and customer satisfaction, is essential for this role.

About Us

Our organisation is committed to fostering a culture of empathy, integrity, and inclusivity. We strive to create a workplace where our people feel confident to bring their best selves to work every day. Our vision is to leverage difference and create new possibilities for our customers, shareholders, and people.

We offer a range of benefits, including flexible working arrangements, discounted financial products, salary sacrificing options, and a commitment to diversity and inclusion.

Benefits

  • Flexible working arrangements
  • Discounted financial products
  • Salary sacrificing options
  • Paid parental leave
  • Paid volunteer days
  • Purchase annual leave
  • BUPA Corporate Plan
  • Employee Assistance Program (EAP)

How to Apply

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