Trainer
Miejsce pracy: Katowice
Job description:
- Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
- Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
- Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
- Accountable for achieving individual training performance metrics
- Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
- Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
- Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
- May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
- Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
- Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
- Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
Requirements:
- Significant training and coaching experience
- Excellent communication skills, both written and verbal.
- Ability to effectively present information to internal and external associates
- Advanced Microsoft Office skills
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrated ability to take initiative and ownership with focus on continuous improvement
- Excellent attention to detail
- Strong customer service disposition and sense of professionalism
- Solid understanding of the organization's business operations and industry. Demonstrated business acumen
- At least 6 months experience as Trainer within contact center environment
- Demonstrated ability to comprehend, analyze, and interpret
- Technical mindset required
- Fluency in English
- German fluency is considered an advantage
We offer:
- This role is fully on site in our office at Katowice
- Working hours are 8am-6pm Monday-Friday
