Department: Human Resources
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Conduct Product, Process, Behavior, Motivation & Soft skills training
- Design training content, consult stakeholders to find a suitable schedule for the training and impart training on Product, Service, Processes Systems, soft skills and mock call certification
- Handle on floor training batches
- Coordinate refresher trainings
- Support Operations during transitions of various processes by ensuring that delivery teams are capable of meeting required KPI
- Conduct monthly client calibrations sessions
- Prepare and administer periodic performance reviews for agents
- Conduct Job knowledge quizzes
- Provide Improvement suggestions around training delivery/content/deployment
REQUIREMENTS:
- Excellent verbal and written communication (C1 German and B2 English)
- Minimum 3 years BPO industry experience with minimum 1 year experience in training within retail industry
- College or vocational school graduate, or possess comparable work experience
- Excellent public speaking skills
- Ability to maintain a solution-oriented approach
- Effective time management skills
- Understanding of effective training methodologies and tools
- Flexibility/ownership and the ability to handle work under pressure, within challenging environment and with tight delivery timelines
- Willingness to work in any shift – possibly night shifts on rotation with colleagues in the future. For now mainly morning and evening shift.
- Excellent problem solving capabilities and lateral thinking skills
- Understanding of the Business situation and capability to address issues
- Willingness to travel for short/long trips basis demand of business situations
OFFER:
- Opportunities for growth in an international and multicultural workplace
- Support to reach your full potential
- Comprehensive training
- Competitive Compensation in line with the market