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Portuguese Speaking Trainer
2 semanas atrás
Portuguese Speaking Trainer – Call Centre – 6 month contract
Lisbon, Portugal
Salary gross Up to €1400 per month
Start date: ASAP
Work Experience:
The Trainer is responsible for the development, implementation, and presentation of new hire training, as well as ongoing and remedial training, both in classroom and one-on-one settings, coaching and feedback sessions. This position will work directly with the Training Team, and closely with Operations and Quality Teams, and subject matter experts from the client.
Role and Responsibilities:
- Plan, develop and facilitate internal training for new and existing personnel.
- Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
- Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainees' progress and overall performance during training.
- Provide constructive coaching and feedback to associates.
- Train effectively and efficiently.
- Ensure speed to proficiency of new hires and achievement of established targets.
- Design and evaluate training and performance interventions (pre and post training assessment).
- Identify performance gaps, causes of performance gaps, and provide solutions to the training and production teams.
- Actively monitor calls by listening to the agents' calls (recorded/live) and share required feedback.
- Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
- Be updated on all process-related information for training purposes and available to take calls to keep in touch with operations.
- Publish daily/weekly/monthly reports to stakeholders.
- Maintain historical data for the associates trained.
- Work closely with Quality and Operations developing strategies to improve and/or maintain results.
- Flexibility and availability for any ad hoc business requirement.
Applicant's Specific Requirements & Qualifications:
- Native Portuguese Brazilian/Portuguese.
- English C1.
- Excellent communication skills – verbal and writing skills with the ability to present reasoning in a clear, concise, and logical manner.
- Customer service background preferred.
- Proven experience as a Trainer, with excellent presentation skills.
- Delivers results with minimal or no supervision.
- Comfortable with G Suite, especially with Sheets.
- Work from the office.
- Willingness to work in flexible shift timings.
- Detail-oriented, rigorous, analytical.
- Independent worker with decision-making capacity.
- Comfortable with G Suite, especially with Slides, Sheets, and Docs.
Candidates must already live in Lisbon, Portugal.
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