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Coforge is a leading global IT solutions organization that drives transformation for its clients by leveraging its unique insights into their sector processes and its capabilities in digital and post-digital technologies. The Company focuses on three key verticals: Travel & Transportation (TTH), Banking & Financial Services (BFS) and Insurance. This domain strength is combined with leading-edge capabilities in Cognitive and Automation, Data & Analytics, Cloud, and Digital. Coforge has over 11,000 employees serving clients across Europe, the Americas, Asia, and Australia. In Europe, the company has over 800 people mostly concentrate on the UK, Germany, and Spain.
Title : TrainerJOB SUMMARYThis position will be responsible for assisting in the creation and implementation of training for the service management teams to improve their performance. He/she will also be responsible for ongoing coaching to improve representatives’ productivity via enhanced verbal and email interactions with clients and prospects. He/she will work with the members of the leadership team to ensure achievement of individual, team and department objectives through observation, education, coaching and motivation techniques.ESSENTIAL FUNCTIONS Assist in the development and maintenance of training manuals, tools, templates and process guides. Facilitate classroom training sessions on knowledge, customer service techniques, systems and processes. Conduct assessments before and after training to measure information retention, application and performance improvements and to uncover potential follow-up training needs. Monitor agent calls to ensure a quality customer experience by managing the call scoring process to identify progress and areas needing improvement. Participates in training to keep current on service management trends, training, quality, technology, and business solutions. Supports the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not limited to, quality, employee relations, compensation, and performance management. Assist with training for management, technical and support personnel to ensure that they are properly qualified and trained to perform their assignments effectively and within defined financial and business objectives. Maintains product and industry knowledge of assigned services to ensure highly skilled technical and managerial leadership to staff. Collaborates with other leaders by integrating and engaging other business units or divisions when appropriate. Implement new operations within client business scope, including startup, technology, process, methodology (from startup to ongoing successful operations) Identify and participate in implementation of additional IT based opportunities with client and team Creates and plans strategies, actions and policies that directly or indirectly improve customer service, quality, resource, environment, etc.; ensures implementation when appropriate. KEY COMPETENCIESAdaptability - Responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change. Communication - Keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages to internal and external audiences. Delivers clear and effective verbal and written messages. Customer Focus –Stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer. Ethics / Acts with Integrity - Demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments. Initiative - Seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality. Sound Judgement and Decision Making - Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions. Team Player - Promotes effectiveness of the organization as a whole by supporting common processes and measurements. Works effectively in partnership with others both across the organization and with customers to achieve business goals.PREFERRED SKILLSStrong background in Call Center Training & Quality Assurance. IT related degree preferred.REQUIRED SKILLS Associates Degree or equivalent in terms of combined education and professional experience. 2+ years call center management experience, with a proven ability to lead, train, coach, and motivate for sales excellence. Proficiency in PC applications for word processing, spreadsheet, presentations, etc., with an emphasis on creation, design & maintenance of spreadsheets and training material. Knowledge of internal computer/operating systems, ACD technology, and IT Service Management (ITSM). Ability to relate to all levels of staff and management. Good reasoning abilities and sound judgment, resourceful and well organized. Excellent verbal and written communication skills. Professional and enthusiastic demeanor. Coforge is an Equal Employment Opportunity Provider.Vacancy caducado!