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Training & Resource Manager East Grinstead Salary up to £28,000 If you are looking for variety and challenge then look no further! This highly reputable company require a great all-round Manager with a mixture of experience in Training and Staff Management. Reporting into HR, you will ensure that the Contact Centre is meeting targets, complying with policies and that all staff are effectively managed, appraised and trained in order to achieve the Contact Centre objectives. You will have the following skills & qualifications: •A recognised training qualification •Planning, implementing ,delivering and reviewing training plans •Managing a team including performance management and appraisals •Previous Contact Centre experience is highly desirable •Budgetary and financial awareness •Intelligent interpretation of data •Competent presentation skills •Excellent communication skills, both written and verbal •Extensive knowledge of Word, Excel and PowerPoint. You will get involved with the following functions: Define and manage resource budgets Manage assigned teams, ensuring that competencies are relative to responsibility. Deliver constructive direction at appraisals. Conduct regular performance reviews as required. Comply with all policies relating to staff management as directed by Personnel Dept. Customer channel management within the Contact Centre on a Day-to-Day basis, to ensure agreed levels of service and budgets are achieved Manage inbound work-routing plans to ensure that the contact centre can respond to business demand. Manage contact centre systems and ensure that data protection compliance is apparent Provide analysis and statistics as requested Ensure legal requirements for hours worked are met by setting overtime limits and planning staff to work in a safe manner Ensure that customer service skills are maintained and developed throughout the team and work closely with Personnel to develop structured training programmes for new and existing staff Identify system, process and procedural improvements and produce action plans Plan, prepare and deliver team meetings and communicate progress against business plan Organise and deliver effective operational training in accordance with service standards and regulatory requirements Lead the initiative on addressing the need for competency development for staff across the operations environment and to be congruent with the corporate training strategy as led by Personnel Ensure collation of all relevant data on training courses delivered and produce training activity statistics when required. Have flexibility to task & project assignment as requested Don't miss out - apply today! About You Recruitment acts as both an Employment Agency & Employment Business providing office support recruitment across Sussex and Surrey.