Skills Development Lead
5 days ago
The Training and Knowledge Management Specialist plays a pivotal role within the client services function, ensuring contact centre agents and crew have the necessary skills, knowledge, and resources to deliver exceptional service.
Key Responsibilities- Design and deliver onboarding and upskilling programs for contact centre teams, incorporating blended learning content aligned to adult learning principles.
- Maintain and own the knowledge base, ensuring accuracy, usability, and governance standards.
- Collaborate with subject matter experts to translate complex information into clear, agent-friendly content, aligning with customer-facing content and digital channels.
- Optimise content for AI-enabled tools and automation to enhance frontline support, while providing reporting on training outcomes and knowledge base utilisation.
This role requires strong facilitation, coaching, and content design skills, as well as familiarity with knowledge management tools and understanding of adult learning principles and instructional design.
Requirements- Experience in contact centre training, knowledge management, or learning & development.
- Familiarity with AI tools and digital enablement is desirable.
- Industry knowledge in financial services is highly valued.
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Learning & Development Lead - Soft Skills
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