Call Center Bilingual Trainer - German/English

Stream a Company of Convergys - 6th Of October, Giza

16
Applicants for
1 open position
1
Seen
Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
7,000 to 10,000 EGP per month
Languages:
English, German
Vacancies:
1 open position
About the Job
  • Acquire and maintain certification in Convergys' Associate Trainer Certification Program.
  • Will present existing training materials through lecture, hands on demonstrations, and supporting activities for technical, customer service and sales accounts.
  • Will assist with the training of other classes as required. Will work under the supervision and direction of a qualified Team Manger, Class; both, in turn, are under the supervision of the local Training Manager.
  • Will assist as a SME (Subject Matter Expert) in the preparation of new materials for NPI or updates to existing training material. In this case, they would provide the information to the Team Manager, Class to update the material.
  • Will be assigned an existing qualified Team Manager, Class to act as a mentor (Educational Supervisor) to help them learn the Training Department’s policies and procedures; get them started with reporting functions and be their main contact.
  • The Team Manger, Class will act as the liaison between the Associate Trainer and the Training Manager at the site level.
  • Recommend curriculum modifications or enhancements to training management through their Educational Supervisor based on their close proximity to the day to day activities of the Support Professional.
  • Partner with their Educational Supervisor to evaluate the effectiveness of new hire and ongoing training.
  • Assess student performance in the class. Coach, deliver feedback and monitor student progress toward performance standards.
  • Deliver performance information to Training & Service Delivery Managers of the employee both during and at completion of new hire, recursive and new product training.
  • Stay current on internal work processes, policies and procedures.
  • Participate in both Stream and client Trainer sessions as required.
  • Maintain knowledge on changes to client products, services, polices & procedures.
Job Requirements
  • Fluent German (B2 at least) + Very Good Command of English
  • Successful completion of a TTT program (preferred external certification)
  • Understanding of adult learning theory, including blended learning techniques, delivery mechanisms, measurement of results and follow-up individual coaching
  • Experience in an offshore call accounts not less than 2 years at least one year doing training activities
  • Excellent command of Microsoft Word, Excel, PowerPoint, and Outlook
  • Understanding of all software applications, processes and policies used by Customer Service
  • Understanding of policies and requirements of Business Process Outsourcing
  • Strong communication and presentation skills
  • Skill in providing an exceptional customer experience.
  • Must demonstrate meeting or exceeding all KPIs for their current role
  • Knowledge of contact services industry and best practices.
  • Equivalent education or experience may be substituted for any of the above.
About this Company

We are excited to announce that Convergys has completed its acquisition of Stream, creating a world-class customer management firm made up of 125,000 employees working in more than 150 service centers and 31 countries. Both companies are known for providing exceptional... (More)

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