Job summary
Job post source
This job is directly from Serco
Job overview
The Lead Training Specialist at Serco is responsible for developing and delivering training programs to enhance the skills of contact center agents, directly impacting service quality and citizen experience.
Responsibilities and impact
The role involves conducting training for new hires and existing staff, designing and improving training curricula, administering assessments, tracking training effectiveness, reporting on performance, and maintaining training materials.
Compensation and benefits
The target salary range is $80,000 - $100,000, with consideration of experience and skills; benefits details are available on Serco's career site.
Experience and skills
Candidates need a Bachelor's degree, at least two years of customer service training experience, contact center experience, and knowledge of contact center systems and CRM.
Work environment and culture
Serco emphasizes making an impact every day, values contributions from all employees, and supports a diverse and inclusive work environment.
Company information
Serco Inc. is the Americas division of Serco Group, plc, with over 9,000 employees serving defense, citizen services, and transportation sectors across North America.
Application process
Applicants must submit their application online; Serco does not accept resumes via email and may require proof of identity during selection.
Unique job features
This position is contingent on contract award and is not currently active, highlighting a unique hiring scenario linked to contract acquisition.
Company overview
Serco is a leading provider of public services, specializing in sectors such as defense, transport, justice, immigration, healthcare, and citizen services. The company generates revenue through long-term contracts with government agencies and private sector clients, offering management, operational, and consulting services. Founded in 1929 as RCA Services Limited, Serco has grown significantly through strategic acquisitions and expansion into international markets, establishing a strong presence in Europe, North America, Asia Pacific, and the Middle East.
How to land this job
Position your resume to emphasize your experience in developing and delivering dynamic training programs tailored for contact center environments, highlighting adaptability to diverse learning needs and operational goals.
Focus on showcasing your skills in training design, knowledge assessment, and the ability to track and report on training effectiveness with data-driven insights, as these are crucial for improving agent performance and service quality at Serco.
Apply through multiple platforms including Serco's official corporate careers page and LinkedIn to maximize your application visibility and increase your chances of being noticed for this role.
Connect with current Serco employees in the training or contact center divisions on LinkedIn to gain insights about the team and role; use ice breakers like commenting on recent Serco initiatives in citizen services or asking about best practices in contact center training programs.
Optimize your resume for ATS by incorporating keywords from the job description such as 'contact center training,' 'learning methodologies,' 'knowledge assessment,' 'customer satisfaction (CSAT),' and 'training program development' to ensure it passes automated screenings.
Utilize Jennie Johnson's Power Apply feature to automate tailored applications, identify the best channels for submission, and find relevant LinkedIn contacts, allowing you to focus your time on preparing for interviews and networking.
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