Trainer
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Employer: | Majorel Romania |
Domain: |
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Job type: | full-time |
Job level: | Student/Graduate |
Location: |
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Updated at: | 08.09.2017 |
Remote work: | On-site |
MAIN RESPONSIBILITIES:
- Organize and deliver Training (Soft skills, technical and non-technical)
- Work in European or worldwide projects focusing on Training optimization
- Identify and recommend solutions for any identified issues with Business Process, Quality & Knowledge Management and Operational management (internal & external) Teams
- Ensure consistency of Training Materials and knowledge management tool in close cooperation with the Knowledge Management Team
- Provide consultants and center management team with additional training to build on their service knowledge and career development
- Conduct training needs analysis
- Build on the consultants own inherent skills a customer service focus, ensuring they can portray a positive & professional image to the customer in every contact
- Co-ordinate and schedule all ECCC training programs at ECCC site
- Deliver and enhance existing training programs in line with industry leading best practices, liaising with internal/external subject matter experts as required
- Provide induction training to new hire consultants within the required time scales and to documented standards, on modules that include but are not limited to:
- Brand & History
- Product Knowledge (Inc. new vehicle launches & market campaigns)
- Policies and Procedures
- Contact Centre Systems and Telephony
- Information Resources – Find Answers, Brand intranets and websites
- Agent soft skills with emphasis on Customer Care practices and procedures
- Contact handling guidelines
- Correspondence writing techniques
- Data Protection
- Technical diagnosis/repair (Technical Assistance Training)
- Health & Safety
- Provide ongoing & special training to consultants
- Soft skills refreshers
- Basic Selling
- Decision Making
- Case Management
- Case Logging Best Practice
- Conduct training assessments, produce analyze reports and make recommendations
- Identify training needs and methods
- Develop training packages using a variety of delivery methods
- Evaluate the effectiveness of all training provided
- Identify new training techniques and methods and utilize where appropriate
- Provide on-job coaching, support and feedback to individuals
- Highlight to the Human Resource Management Team any problems with the quality of new hire consultants entering training thereby improving the recruitment process.
- Create structured reports and provide feedback to Senior Management posts
- Carry out additional tasks as required from time to time and designated by Training Manager
- Technical degree preferred
- 3-5 years’ experience in a customer service environment
- 2-3 years’ experience in teaching adults required
- Automotive industry experience preferred
- Knowledge of customer care best practices, tools and techniques is preferred
- Ability to prioritize and balance own workload
- Ability to establish strong business relationships with internal and external partners
- Team player – helping the team to achieve objectives, identifying issues in an objective and factual manner
- Ability to manage cross culture personalities and interactions
- Ability to manage cross culture personalities and interactions
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