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Trainer Specialist

1 dia atrás

Lisboa, Portugal Tech Mahindra Tempo inteiro

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

Tech Mahindra has arrived in Portugal, and we are looking for you We want to present you growing opportunities and so far the best working environment.

We are looking for a Trainer Specialist for our project, to understand the processes requirement followed by imparting knowledge and equipping the Workforce with the skill set in order to run the business as per the requirement.

**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 a team members

**Requirements**:

- English C1 (mandatory)
- 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)

**Conditions**:

- Base salary above average x 14months
- Meal allowance and health Insurance
- Initital and continuing Training
- Work shift Monday to Friday (8AM to 5PM)
- Officepositon in Oeiras(company will provide a shuttle)
- Date of joining: 1st July/max 7th July.

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

**Tipo de oferta**: Período Integral

**Benefícios**:

- Cartão/Ticket refeição
- Estacionamento gratuito
- Seguro saúde
- Subsídio de transporte

Horário de trabalho:

- Turno de 8 horas

Tipos de pagamento complementares:

- Décimo terceiro salário
- Subsídio de Natal