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English Trainer - Lisbon

English Trainer - Lisbon

speakitLisbon, Lisbon, PT
Há +30 dias
Tipo de vaga
  • Quick Apply
Descrição da vaga

Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.

The Trainer is responsible for identifying and addressing the training needs of employees to support their professional growth and enhance organizational performance. This role involves designing, implementing, and evaluating comprehensive training programs that align with business objectives.

Duties and Responsibilities

Strong focus on Content Creation for training purposes

  • Adapt currently existing articles and learning materials from a provided Knowledge Base
  • Translate requirements into training that will groom employees for the next step of their career path
  • Develop, Design and oversee, training roadmap / modules, classroom handouts, instructional materials, aids, and manuals
  • Direct structured learning experiences
  • Deliver the training content through various channels / mediums.
  • Periodically evaluate ongoing programs to ensure that they reflect any changesStay abreast of the new trends and tools in employee development
  • Serve as a single point of contact for all product training and documentation needs
  • Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, and one-to-one skills coaching.
  • Creates and maintains a positive learning environment.
  • Modifies and presents training programs for representatives / agents.
  • Maintaining project training documentation
  • Stays informed about client processes and recommends program changes where appropriate
  • Perform any other reasonable duties that may be requested by the Client or Direct Managers
  • Take responsibility for your personal development.
  • Understand and comply with all regulatory, fair-trading, and competition rules and adhere to
  • Health, Safety and Security responsibilities.
  • Attend trainer meetings

Requirements

Compliance

  • Takes personal responsibility to understand and comply with all company and client security requirements and policies.
  • Ensures that all team members comply fully with the security policies and requirements ensuring staff is given an appropriate level of knowledge / awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.

    • Qualifications -Experience

  • Minimum – Essential minimum of 6 months to 1 year of previous teaching or training experience and call center experience would be preferable.
  • Excellent English verbal and written communication skills
  • Design Learning skills
  • Good organization / time management skills
  • Ability to work with a variety of people from diverse backgrounds
  • Ability to make fair and consistent judgments and decisions
  • Ability to solve problems and offer suggestions
  • Ability to influence behavior
  • Ability to balance multiple projects simultaneously and meet timelines
  • Effective project management
  • Ability to simplify technical or complex information and tasks into friendly, simple language
  • Ability to adhere to all organizational policies and procedures
  • Ability to give constructive feedback to CSRs which leads to performance improvement.

    • Knowledge / Abilities :

  • Ability to organize, prioritize, and multi-task.
  • Effective management of time
  • Good knowledge of effective scripting
  • Experience of relevant training and coaching techniques
  • Good listening skills
  • Logical and objective approach to call assessment
  • Ability to provide feedback in a positive and supportive manner
  • Ability to assess agents’ professional, linguistic, technical, and diagnostic skills, identify strengths / weaknesses and recommend solutions
  • Ability to facilitate 1 : 1 and group coaching sessions and to provide constructive, non-biased feedback to agents to ensure that all quality assessments are fair and objective.
  • Able to effectively use Microsoft applications (i.e. : Word, Excel, PowerPoint, Project, Outlook, etc)
  • Able to use video conferencing tools (Microsoft Teams, Zoom Adobe Connect etc)

    • Qualifications -Education

  • Minimum – College degree or directly related work experience (6 months to 1 year as trainer)
  • English advanced level – mandatory
  • Additional languages – preferable
  • Special Certifications : CAP

    • Benefits

  • Starting date : 26th May
  • Hybrid working model after 2 months onsite.
  • Location : Sete Rios site in Lisbon
  • Monthly performance bonuses.
  • Relocation package for candidates from abroad.
  • Private health insurance.
  • Meal allowance
  • Fixed language bonus
  • Paid training.
  • Multicultural work environment.
  • Regular office hours : Monday to Friday from 9 am to 6 pm
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    English Trainer Lisbon • Lisbon, Lisbon, PT