Trainer (soft skills)

Title:

Trainer (Soft Skills)

Сlassification:

Full time

Reports to:

Main responsibilities:

Train big amount of new hires effectively;
Develop digital and print educational material (e.g. videos and manuals);
Organize classroom-style seminars about product features and sales techniques;
Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management);
Identify individual and team skills gaps;
Schedule regular training sessions (e.g. weekly or monthly);
Ensure new hires take on basic sales training courses, including communication and troubleshooting skills;
Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases);
Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction;
Coordinate mentorship programs for new call center operators;
Assess the impact of each educational course on staff performance and client satisfaction;
Maintain updated records of training curricula and material;
Full knowledge of product, service and promotions of the company;
Take on other tasks or projects to support other managers and call center operators.

Main requirements:

2 years of effective work experience as a Customer Service Trainer or similar role;
Familiarity with interactive learning activities;
Excellent coaching skills, individual approach technique;
Solid knowledge of the latest corporate training techniques.
Excellent time management and organizational skills.
Comprehensive understanding of contact center technologies, current innovations and future trends;
Additional certification in training – preferable.

Skills:

Communication and leadership skills;
Good in managing priorities, timelines;
Objectivity, sense of humor, stress resistance;
Diligence;
Reliability, accuracy, commitment, ability to work under pressure;
Ability to brainstorm and develop unique ideas independently as well as within group settings;
Solid foundation of interviewing, research and problem-solving skills;
Ability to multi-task in a fast-paced, creative environment.

Languages:

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