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
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 organizations 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
This role is fully on site in our office at Katowice
