Our client, a large international company operating in 90 countries, is opening a new call center in Riga, Latvia and is looking to hire Trainer with knowledge of either German, Dutch or Norwegian languages.

 

Modern office in “Jaunā Teika”

Educational / Professional Qualification:

  • German, Dutch and Norwegian near native (interpreted as CEFR level C1) or native relevant market language and fluent English skills (B2+ or better) in writing and speaking to understand documentation and log accurately in the client systems
  • 2+ Years experience as trainer in customer service environment
  • At least 1 year of working experience in a fintech, banking or a related field is required for this position.
  • Good communication skills.

Work Experience / 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 trainee’s progress and overall performance during training.
  • Provide constructive coaching and feedback to associates
  • Training effectively and efficiently.
  • 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.
  • To 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

Preferred Competencies:

  • Capable to work flexibly in a team environment, driven by the motto that Together Everyone Achieves More
  • 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)
  • Experience in MSOffice applications like Word/Excel/PowerPoint
  • Analytic and Results Oriented
  • Strong experience in presentation skills
  • Experience in Customer Support/Customer Relationship/Customer Service

We offer:

  • Salary of 2000 EUR gross depending on experience + bonuses.
  • 7 days / week, working in flexible shifts. Overtime fully compensated.
  • Work in a modern office in Jaunā Teika.
  • Health insurance policy (for spouses and children as well).
  • Growth and career opportunities worldwide.
  • Free courses and training.
  • Team-building activities.

 

Please apply below or send your CV to cv@oxyhr.eu

 

 

 

Publicēts: 22.03.2024
Komentāru skaits: 0
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