Training Lead

509975
- Varsity Lakes, QLD, 4227
- Customer and Marketing
- Permanent Full time

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G8 Education is one of Australia’s largest early education and care providers, with more than 430+ centres across Australia and over 10,000 team members who are all helping shape the lives of over 58,000 children every day. Our core values of passion, innovation, dedication, compassion, and integrity, unite us on our journey to ensure the health and happiness of future generations where we are committed to developing a culture that empowers and rewards our family of early childhood educators, teachers, leaders, and support office team members.

**The Opportunity**

We are seeking a dynamic and experienced **Training Lead** to design and implement training programs for our client’s Contact Centre team. The **Training Lead** will work closely with the Contact Centre Leaders / Manager and other stakeholders to identify training needs specific to the Contact Centre. You will develop and deliver programs that ensure the team is equipped with the necessary skills to provide exceptional customer service and support to our client’s customers.

**Your day-to-day**
- Work with Leaders / Managers to identify training needs and develop training plans that address identified gaps within a contact centre
- Develop and maintain training materials, including training manuals, presentations, and e-learning modules
- Facilitate and organise training sessions for new hires, ongoing training, and refresher training to ensure the team is up to date with the latest products, services, and procedures
- Deliver training sessions, both in-person and virtually, to contact centre agents
- Develop and deliver soft skills training, including customer service, active listening, and effective communication
- Assess training effectiveness and make necessary adjustments to ensure maximum impact and continuous improvement
- Provide coaching and feedback to team members to reinforce training and improve performance
- Stay up to date with trends and developments in the contact centre industry to ensure training programs are aligned with industry standards
- Collaborate with other departments to ensure consistent messaging and communication across the organisation

**About You**

You are someone who thrives in a fast-paced and engaging work environment. You value great partnerships, you’re collaborative, you always strive for excellence, and you own the outcomes. Some of the required skills and experiences to be successful in this role:

- 3+ years of experience designing and delivering training programs in a call centre environment
- Experience with Learning Management Systems (LMS) and other training technologies
- Excellent communication and presentation skills, both in-person and virtually
- Strong organisational and project management skills
- Analytical skills to assess training effectiveness and identify areas for improvement
- Ability to collaborate with cross-functional teams and work in a fast-paced environment
- Strong problem-solving skills and a desire to take feedback and make continuous improvements for the betterment of our families
- Familiar in working in a high performing environment
- Ability to build and maintain a strong breath of knowledge across the organisation

**Benefits Include**:

- Competitive salary package
- Work From Home & Hybrid working conditions encouraged.
- Career development opportunities as part of a large ASX-listed company
- Flexible working arrangements and role autonomy
- Access a 50% discount on early education and childcare fees at any G8 Education Centre.
- Exclusive access to our employee benefits program covering a wide range of discounts and promotions
- G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority and all team members are expected to embrace this shared commitment._

LI-G8SO