Job Responsibilities:
Training Delivery (Includes but is not limited to)
Create training plans
Review training material
Create assessments
Ensure all trackers are updated following the standards
Provide all needed reports following the standards
Ensure all updates are delivered to the agents
Training Needs Analysis (Includes but is not limited to)
Create TNA for LOBs with poor performance
Create assessment for all LOBs if needed
Stakeholder Communication; internal and external
Maintain records/reports/trackers and prepare statistical reports as needed
Works closely with operations to assess training needs and deliver required
new and refresher classes
Job Requirements:
Fluent German language (C1) + Very Good English language both written and
spoken
Very Good Presentation skills
Very Good classroom management
Very Good awareness of product knowledge
Very Good communication skills for knowledge transfer and skill development
Very good Problem-Solving skills
Very good Analytical skills
Good Leadership skills
Good Conflict Management and Handling skills
Good stakeholder management skills
Very good knowledge of Google Workspace. E.g. Google sheets, docs, slides.
etc.
Ability to multitask and successfully operate in a fast-paced team environment
Ability to adapt well to change and adjust priorities as needed
Experience in virtual training delivery is a plus
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