Contact Centre Training Lead

2 weeks ago

Melbourne, Australia AustralianSuper Full time

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

*This is a 12-month contract*

**Your new role**

The Contact Centre Training Lead is responsible for leading the inception, design, and implementation of an internally managed training function for the AustralianSuper Contact Centre. This is a new role that will conceptualise, establish, and deliver a learning and development (L&D) framework for Contact Centre staff. This includes the creation and delivery of training content for all contact centre agents and new recruits, induction modules as well as refresher training.

**Key responsibilities include but are not limited to**:

- Conceptualise and establish a learning and development framework for all Contact Centre training, that supports a consistent training experience with holistic oversight, review, and management.
- The design and creation of content for induction and refresher modules for Contact Centre teams and to deliver modules to Contact Centre staff in a “Train the trainer” style.
- Design and implement solutions to support delivery and management of L&D programs including content management, training delivery and assessment tools.
- Identify metrics and measurements to track and report on efficacy and impact of training and induction modules and identify training gaps. Facilitate courses where necessary.

**What you’ll need**
- Extensive experience in managing a learning and development function within a Contact Centre environment, including training and framework development. Min 3+ years.
- Deep understanding and knowledge of contact centre operations.
- Prior experience in assessing and implementing L&D systems, platforms, and tools.
- Knowledge of L&D best practices, principles, and methodologies
- Experience in Financial Services and Superannuation.
- Ability to use initiative, work autonomously and effectively.
- Excellent problem-solving skills.
- Ability to work with all levels across the business, including external stakeholders and building valuable relationships. Influencing and negotiation skills with an ability to come move forward with a common goal and vision.

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s next.**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**Progress powered by purpose.

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