We're looking for a dynamic individual, with a passion for training and supporting others to improve and expand their knowledge.
Candidates should possess strong organizational skills, business acumen and be able to deliver in a fast-paced, multilingual environment.
The trainer/supporter will be responsible for planning, managing and delivering customer and technical product training in a Technical and Customer Support Operation. At the same time, supporting the rest of the campaign with different tasks to set them up for success.
Responsibilities
- To align with Ops management, Training Manager and trainers to plan, develop and deliver onboarding and ongoing training programs based on needs analysis and the business goals of the operations.
- To align with management teams on a weekly basis to review the training plan progress, to collect feedback, insights from Quality Audit and needs and set up development plans for teams and individuals.
- To ensure training are clearly defined, documented and delivered for each role within the operation.
- To choose appropriate training methods per case and prepare education material,ensuring their compliance with TP and client standards and guidelines.
- To implement internal and external best practices into the training which lead to improved sales performance and profit.
- To track training attendance and feedback
- To measure training results, analyse their impact on the ops performance and prepare reports to be shared with the management
- To complete training needs analysis on a scheduled basis
- To be proactive in creating processes and improving/streamline the existing ones
- Support the operation in different tasks when required
Requirements
- Native level of French
- Ability to speak and write English fluently and idiomatically.
- BA/BS degree or equivalent practical experience.
- Experience in Customer Support Operations
- Strong interest in delivering training in a classroom setting.
- Critical-thinker and problem-solver
- Strong influencer that can act on management level and influence internal stakeholders that can drive change at the string pace needed
- Strong interpersonal, communication and public speaking skills
- Good time management and multitasking skills
- Desirable experience in training
- Desirable project management skills.
Benefits
- Full-time contract (39 hours/week), from Monday to Saturday (from 08.00 to 17.00)
- Competitive salary above the market average: 22.000 gross/year + up to 2.000 gross/year in performance-based bonus.
- Referral Program: Bring a Friend and get a Referral fee (600 - 1.000 depending on the language/project)
- Train the trainer period
- Employment with the world's largest provider of contact center services
- Excellent work environment, great colleagues, social arrangements and personal development