Responsibilities

• Actively seek to resolve any concerns while adhering to the company policy and standards of behavior

• Ensure company goals and objectives are being met by each employee and provide constructive feedback

• Address clients concerns in reference to products, services rendered or employee interactions

• Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients

• Motivating the team to achieve organizational goals.

• Developing and implementing a timeline to achieve targets.

• Delegating tasks to team members and manage day to day activities of team.

• Conducting training of team members to maximize their potential.

• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.

• Conducting quarterly performance reviews.

• Contributing to the growth of the company through a successful team.

Qualifications we seek in you!

• High school diploma required, Post Graduate degree or equivalent with an excellent academic record

• Relevant experience leading teams (preferably in a contact center environment)

• Good judgment, a high level of confidence, attention to detail, and a commitment to confidentiality required.

• Excellent communication, interpersonal and timemanagement skills (written and oral)

• Experience with investigating and reviewing digital content is a plus

Experience in a training leadership role in an Operations environment, previous min. relevant work experience in a training delivery role, preferably in an international environment

Good knowledge of Quality/Process Improvement techniques

High level of energy, drive, enthusiasm, initiative, and commitment

Excellent communication, consulting, influencing and interpersonal skills.

Proven track record of collaborating with crossfunctional groups to produce results

Passion for ensuring a world class support experience for our community

Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

Learning and Development Certificate is a plus

• Attractive salary;

• Work in a multicultural environment;

• Various trainings (initiating, soft skills);

• Possibility of development;