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Training Manager Full Time

at AT Management Limited Leicester in Leicester (Published at 16-07-2021)

Job Title: Training Manager

Job Type: Full-Time, Permanent

Salary: £32,000 per year

Location: Leicester City Centre

Working with leading names in the industry including Carphone Warehouse, SKY and TalkTalk, we are currently looking for a Training Manager to join our bespoke call centre in Leicester City Centre to support in increasing engagement, capability and improve levels of performance.

AT Management is an established, successful and dynamic company offering career prospects for ambitious sales agents in the Call Centre industry. This business was established over 15 years ago and has grown to become a leading outsource company for the Mobile, Broadband and Energy industry.

Due to significant growth, we are currently looking for outstanding advisors to join our existing professional teams.

This is a permanent position offering an excellent basic salary, and an amazing team culture in a fresh and modern contact centre and great benefits.


· To cover all training across the business including product training.


· To contribute to the delivery and evaluation of sales agents coaching, mentoring, training and support capacity by developing them to ensure that they are offering world-class service for our clients and their customers. Including training around policies, procedures and standards held by the business.

· Delivering feedback - you will be asked to appraise calls in order to assess what went well and development areas that can then be fed back to help improve the overall ability of the sales function.

· Written feedback - able to provide specific written feedback that will enhance an individuals? understanding and development areas from a coaching session, clearly articulating positive reinforcement and development areas to be worked on

· Problem-solving - you will bring creative thinking to all sessions and how you can assist the agents to get better

· Contribute to making teams work efficiently by striving to build positive relationships. This includes to working alongside the training and recruitment team.

· Ensure the training team have the required information about attendance at induction, mandatory policies and awareness training.

· Prepare and develop a range of resources to support inductions, learning and development.

· Delivering comprehensive coaching/training (daily/weekly coaching, role play, dip checks)

· Give regular feedback to agents (written), Team Managers from a performance tracking perspective

· Adherence to Company core values and understanding the importance of policies and procedures

· Empower agents through knowledge

· Support staff in using positive language to build strong customer relationships and to use their skills of empathy and ownership for complex calls

· Recognise behaviors and training needs to support individuals in their continued development

· Liaising with the team managers and training team with any areas of concern or development

· Identify product, system and procedural knowledge gaps to ensure that all agents along with managers are up to speed

· Achieve accuracy and reasonable task time targets

· Creating product and training materials and developing current training to enhance effect and compliance.


· Behavioral focus ? you have likely been involved in changing behavior to influence change and can model best practices in a sales environment.

· Consultative selling ? you have worked in a consultative selling environment and are familiar with the sales models.

· Proven sales ability ? you take a customer-led approach to understand their needs and winning their trust

· Previous experience with PCI-DSS Compliance

· Experience training in a call centre environment

ATM is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes the Right to Work in the UK, credit and criminal record checks.

Job Types: Full-time, Permanent

Salary: £32,000.00 per year


  • Company events
  • Company pension
  • Employee discount
  • Referral programme
  • Store discounts
  • Wellness programmes


  • Monday to Friday

COVID-19 considerations:
To keep our staff safe we have installed clear, plastic barriers, temperature checks, mandatory wearing of mask, sanitising stations and social distancing.

Ability to commute/relocate:

  • Leicester LE1 3WL: reliably commute or plan to relocate before starting work (preferred)


  • training: 2 years (required)
  • training management: 1 year (required)

Work remotely:

  • No

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