Trainer for Majorel
Lisboa, PT
há 1 dia

Trainer for Majorel - Lisbon

Requisition : 54744

We know that it is our people that make the difference. At the heart of how we work, it is our drive to embrace change and to always find ways to do things better.

What do we need? A Trainer willing to share expertise, experience, resources and an exceptional person who creates, develops and implements innovative ways to achieve results.

A passionate person, who wants to create impact, coaching and leading people to achieve excellence and ultimate service delivery.

What will you find? Remarkable people working to deliver the best results and always finding their way to achieve and improve!

Would you consider to be part of our amazing team as our next Trainer ? We are waiting for you!

Who we are :

We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.

Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-term partnership to create a new global leader in customer engagement.

We are relentless, resourceful, resilient and agile. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

We supply to our customers all around the world through our 48,000 employees based in 26 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages.

We support our customers at any time, through every device and in the way they expect of their brands. We speak their language wherever they are and whatever their culture.

Our mission :

We create amazing customer experiences that people value and we are proud of.

By combining talent, data, and technology.

We deliver real impact for our partners.

We are driven to go further.

Core Responsibilities :

The purpose of the position is to provide initial and ongoing training to customer service representative (CSR) and other operational roles in the company.

Provide coaching, monitoring, mentoring and report updates to the Trainer and Quality Manager. Provide quality assurance feedback to trainees.

Review and update customer service materials.

The main responsibilities and requirements of this role are as follows :

  • Delivers trainings using all available delivery modalities including Instructor lead, WebEx and connected classroom technologies.
  • Previous training experience in : emotional intelligence, coaching and leadership.
  • Partners effectively with team members and other roles across the company on the delivery of training, projects or initiatives.
  • Delivers training to different types of projects and CSR roles according to projects internal training requirements.
  • Facilitates learning to develop participants' competencies and help trainees meet specified performance expectations.
  • Monitors linkage between curriculum and improves trainee job performance; coaches participants on the job, ensuring learning translates to performance.
  • Makes initial evaluation of learning and works with other Trainers and / or Training Managers to determine the best pedagogical methods to provide feedback to learners and their direct report.
  • Provides supervision of employees during training by tracking attendance, addressing inappropriate behavior, and documenting performance and development needs.
  • Assists in revising existing courseware for training or to develop new training or update training materials as needed.
  • Manages learning schedules, calendar, and maintains participant records during training. Uses the appropriate training model as a guideline to ensure the support of participant skill strength, gap identification, and development.
  • Manages classroom environment to ensure a quality learning experience and escalates inappropriate behavioral if required.
  • The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

    Other duties, responsibilities and activities may change or be assigned at any time.

    Your experience & skills

  • At least 2 years experience required as a Trainer (delivery of Leadership and Soft Skills Training is highly preferred).
  • At least 1 year developing similar tasks in the Contact Centre market is highly preferred.
  • Degree in Psychology or similar.
  • Knowledge of pedagogical training techniques.
  • Experienced and comfortable delivering training to multiple levels of leadership such as supervisors, managers and others.
  • Knowledge of quality systems.
  • Excellent Computer skills : Windows, MS Office, hardware and software troubleshooting; online monitoring tools.
  • CCP (ex-CAP), this is a mandatory requirement .
  • Training in people development.
  • Highly proficient in spoken and written English
  • The above information has been designed to indicate the general nature and level of work performed by employees in this role.

    It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required for the role.

    Benefits of Employment with Majorel :

  • Majorel offers a comprehensive benefit package for employees which includes :
  • Competitive salary with monthly performance bonuses
  • Development / wellbeing related classes (these vary throughout the year, ask for further details), partnerships / discounts and year round events and fun competitions
  • Excellent reputation as responsible employer with presence in Portugal for more than 50 years
  • Stable multinational company with long term local growth
  • Modern work environment at an attractive location with excellent public transport connections
  • An international environment employing people from different nationalities and cultures
  • Join us in a vibrant, multi-cultural city center environment. Explore you careers possibilities and work on your Personal Development.

    Above all, enjoy the experience of working with highly prestigious brands!

    Job Segment : Curriculum, Supply, Quality Assurance, QA, Education, Quality, Operations, Technology

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