Developing and delivering effective programmes targeted at call centre agents, specialists and support staff; Identifying training and development needs within an organisation through job analysis, appraisal schemes and regular consultation with business managers and human resources departments; Designing and expanding training and development programmes based on the needs of the organisation and the individual; Working in a team to produce programmes that are satisfactory to all relevant parties in an organisation, such as line managers and Heads of Functions Monitor the effectiveness of training interventions and provide additional training where required; Work closely with the Business Analyst to understand, improve and document business processes Completing all record keeping and administrative responsibilities for training including evaluation reports and monthly reports. Ensuring that statutory training requirements are met; Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment; Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups; Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages;