Customer Support
·
Riga
Customer Support Trainer (Polish)
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Trainer for their Customer Support teams in Riga.
Position: Customer Support Trainer
Location: Riga, Latvia (on-site)
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Plan, develop, and facilitate internal training for new and existing personnel
- Provide support to the training manager in establishing, measuring, and monitoring key training metrics
- Monitor progress of trainees and coach for improvement
- Provide clear and concise assessments of trainee’s progress and overall performance during training
- Provide constructive coaching and feedback to associates
- Train effectively and efficiently
- Design and evaluate training and performance interventions (pre and post training assessment)
- Identify performance gaps, causes of performance gaps, and provide solutions to the training and production teams
- Actively monitor calls by listening to the agent's calls (Recorded / live) and sharing required feedback
- Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process
- Stay up to date with all process-related information for training purposes and available to take calls to keep in touch with operations
- Publish daily / weekly/monthly reports to stakeholders
- Maintain historical data for the associates trained
REQUIREMENTS:
- Good verbal and written communication in Polish (B2) and B2 English
- At least 2 years of BPO/call center experience as a trainer
- At least 1 year of working experience in a fintech, banking or a related field
- Excellent public speaking and communication skills
- Willing to relocate to Riga or already residing there
- Capable of working flexibly in a team environment, driven by the motto that together everyone achieves more
- Experience in handling a portfolio with customer service programs (experience with retail programs is an advantage)
- Excellent organizational and planning skills
- Good understanding of group dynamics and diversity
- Experience in MS Office applications like Word/Excel/PowerPoint
- Analytic and results-oriented
- Experience in customer support/customer relationships
OFFER:
- Relocation support
- 8 hours shifts within time frame of 9 AM - 9 PM Monday - Friday
- Paid startup training and professional development sessions
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
EMPLOYEE BENEFITS
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more.
- Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.
- Department
- Customer Support
- Locations
- Riga
Riga
About David Kennedy Recruitment
David Kennedy Recruitment Ltd provides unparalleled recruitment services for international companies across the Europe. We bring a fresh and innovative approach to recruitment services, acting as liaison between the candidate and the client. Our goal is to exceed the expectations of every client and candidate, and leave each and every party satisfied.
Founded in
2018
Co-workers
1-5
Customer Support
·
Riga
Customer Support Trainer (Polish)
If you are looking for an opportunity to progress your career, we look forward to receiving your CV.
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