Trainer Contact Center Fluent in English
ManpowerGroup Portugal
Lisboa, Portugal
há 3 dias
source : SAPO

Key Responsibilities :

  • Train agents on product and process, as and when there are NHT batches
  • Monitor contacts and find out areas of opportunity
  • Work closely with Ops and Quality team design action plans to plug areas of opportunity
  • Responsible for defined training conversion
  • Manage retention during training
  • Consistent alignment with operations by auditing contacts understanding needs, conducting refreshers
  • Demonstrate innovation in training by carrying floor requirement into classroom training.
  • Maintain Data as per training Processes
  • In absence of NH training, candidate should support in Quality Audits and Feedback
  • Desired Skills :

  • Must have excellent presentation and communication skills.
  • Should be able to drive key performance metrics related to training
  • Must be flexible to being up-skilled on quality
  • Proficient with MS Office
  • Should have basic knowledge of process mapping
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