German-speaking Trainer

Há 3 dias


Lisboa, Portugal Speakit Jobs Tempo inteiro

Monitors CSR’s performance daily, by moderating the tasks already moderated by moderators in

different queues provided by the client
- Provide appropriate feedback to CSRs on quality of service to ensure adherence to procedures (PBR =

Play Book Rules)
- Attends and participates in meetings with supervisors and Team Managers / Project Leaders to

discuss outputs of monitoring
- Reports PBR problems or improvements needed to appropriate areas
- Assists client in monitoring specific tasks/queues as needed
- Communicates with supervisors on program changes, and communicates CSR actions to supervisors

for performance appraisals
- Stays informed about client

Identify training needs by evaluating strengths and weaknesses on the project by monitoring results

(Quality, Productivity KPI) or as per operation insights/feedback
- Translate requirements into training that will develop employees for the next step of their career

path
- Build an annual training program and prepare teaching plans.
- Develop or oversee, training roadmap/modules, classroom handouts, instructional materials, aids,

and manuals
- Created, supervised, and evaluated regular assessments roll-out, including the development of

corrective action for errors
- Acclimate new hires to the business and conduct orientation sessions
- Deliver the training content through various channels/ mediums, such as Onsite Training Rooms,

Virtual meetings, on-floor huddles, one-to-ones, etc.
- Ensure self-paced training courses are completed

ON SITE POSITION IN 7 RIOS

Working schedule:
Rotative shifts Monday to Sunday 8am-8pm (40h per week)

Expected Start Date: 27/01/2025


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