Senior Trainer

Location: Budapest, Hungary

Language: German (C1/B2)

Key Responsibilities:

• Being a team player with a high level of communication and willingness to work with multiple teams to find solutions
• Conducting Product, Process, Behavior, Motivation & Soft skills training.
• Design training content, consult stakeholders to find a suitable schedule for the training and impart training on Product, Service, Processes Systems, soft skills and mock call certification.
• Handling on floor training batches.
• Coordination of refresher training based on TNI's.
• Support Operations during transitions of various processes.
• Support Operations by ensuring that delivery teams are capable of meeting required KPI
• Conducting monthly client calibrations sessions.
• Preparing and administrating periodic performance reviews for agents.
• Conducting Job knowledge quiz for the Process.
• Providing Improvement suggestions around training delivery/content/deployment.

Key Deliverables:

• Delivering throughput with minimum attrition
• Monitoring the agents performance post they are handed over to operations (0-30days)
• Owning agent development by identifying improvement opportunities, conducting refresher training and ensuring the effectiveness at least 85% of the trained population should improve.
• Self-call taking 2 hours per week
• Ensuring process PKQ once in a month along with his own/her own.
• Self-performance on Customer satisfaction

Rate:

Competitive day rate + Starter Bonus + Free Lunch Club experience + Free English Premier League Match Ticket

Interested?

Please contact Stephan at Empiric Solutions:

Email: (see below)

Telephone: