Trainer

2 meses atrás

Oeiras, Portugal Manning Global Tempo inteiro

Our client, a leading global IT service provider, is recruiting a ** Trainer ** to join their business in the ** Oeiras, Lisbon, Portugal ** **.**

**Position Title**:
**Trainer**

**Position Type**:

- Contract**Start Date**:

- ASAP**Location**:

- Oeiras, Lisbon, Portugal**Contact**:

- Hema | +91 (0)1168140271 / +49 (0)89 23 88 98 66**Responsibilities**:
- Conducting inductions for New Hire batches.- Responsible for conducting pre-process and process training for new hires and evaluating their performance based on their competencies.- Training new advisors before they go live confirming factuality, helpfulness, and presentation.- Maintain attrition and throughput as per process guidelines- Resolving and escalating trainee concerns and issues.- Coach and counsel wherever needed- Document Training reports and trackers- Conduct Pre & Post assessment to identify any red flags (if any)- Provide feedback to specific areas of opportunity- Provides Training Needs Analysis- Conduct regular audits to check training effectiveness- Conduct Recursive Training based on the Training Need Identification/Analysis received from Operations/Quality- Helps in creating training modules/curriculum- Other tasks that may be required/assigned by the supervisor/manager as required by the business- Identifying Red Flags (Poor Performers) and formulating an effective action plan.- On floor training. Monitoring and auditing the calls. Coaching the advisors on the floor.- Keeping track of their performance.- Attend client calls for discussions on the performance of advisors, including e.g. CSAT, Bottom quartile Advisors, Action Plan, Call Calibration, Weekly dashboard updates.- Provide Cross Functional Support to spaces via live chats or/and meets to provide quick resolution of issues and questions to team members.

**Good to Have**:
- Epic Super Hybrid and customized working schedule depending on the service window received from the client-
- At least 1 year of working experience in the related field is required for this position- Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)- Excellent written and verbal communication skills- Must possess good presentation skills- Excellent Organizational and planning skills- Good understanding of Group Dynamics (diversity)-
- Analytic and Results Oriented- Great language level of English- Other EU languages of advantage- Strong experience in presentation skills- Computer literate with a minimum typing skill of 30 wpm with 90% accuracy- Excellent communication and customer service skills- Experience in Customer Support/Customer Relationship/Customer Service- Hands-on experience in back-office activities - Live Chat and Social Media
- For more details contact:- Quoting reference:
- EU_MGBU_T14099- Or call
- **_ Hema_**

*** on:
- +91 (0)1168140271 / +49 (0)89 23 88 98 66- View our latest jobs:- Follow us on twitter:

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