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