Cultural Trainer (German) Multinational Contact Center
Pillars -
Giza, EgyptPosted 5 years ago22Applicants for1 open position
- 4Viewed
- 4In Consideration
- 0Not Selected
Job Details
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Job Description
Essential Functions/Core Responsibilities:
- Monitor and coach the communication coaches in sampling and evaluating language quality
- Ensure that the communication coaches are calibrated in their assessment of agents’ performance via the communication monitoring form to ensure consistency
- Supervise the transition process, gathering feedback from the communication coaches to track a development plan for the agents
- Ensure adherence by communication coaches to departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.)
- Participate in calibration sessions with Quality/CCT Training Delivery, Convergys personnel and clients and suggest continuing education for agents with opportunities for language improvement
- Lead communication coaches in Internal Communication acceptability audits and recommend
changes - Supervise the deployment of Knowledge in the agents’ workstations and gauge its effectiveness in
the agents’ certification process - Implement continuing education strategies (holidays and events; grammar heard on the floor; mispronunciations; colloquialisms) through the communication coaches, in conjunction with TQID and HR efforts
- Coach agents who have opted to take levels 3-4 of the certification process
- Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.
- Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business.
- Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
- Drives direct reports to achieve set metrics and business goals through coaching, mentoring and providing regular feedback.
- Typically does not spend more than 20% of time performing the work supervised.
- Handles escalated issues.
- Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
Job Requirements
Candidate Profile
- Training and communication background
- Ability to coach
- Strong communication skills, both written and verbal – German C1
- Proficient in Microsoft Office
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
- Ability to mentor, coach and provide direction to a team of employees
Self-starter, sense of urgency, and works well under pressure - Ability to foster a sense of professionalism and relationship building for self and team
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