336
Reģistrācijas numurs: LV40203552317
- Apraksts
- Pamatinformācija
- Uzņēmums
Responsibilities
- Plan, develop and facilitate internal training for new and existing personnel.
- Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
- Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee's progress and overall performance during training.
- Provide constructive coaching and feedback to Associates
- Training effectively and efficiently.
- Design and evaluate training and performance interventions (pre and post training assessment)
- Identify performance gaps, causes of performance gaps and provide solutions to the training and production teams.
- Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback.
- Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
- To be updated on all process related information for training purposes and available to take calls to keep in touch with Operations
- Publish daily / weekly / monthly reports to stakeholders
- Maintain historical data for the associates trained
Job responsibilities:
- Plan, improve internal training for existing and new employees
- To inform the Training Manager about the main training indicators and their monitoring
- Monitor learners' progress and help improve it. Provide a clear assessment of learners' progress and overall performance during training
- Provide constructive training and feedback to relevant staff
- Provide effective and productive training
- Develop pre- and post-training training assessments
- Identify training gaps, performance gaps and provide solutions to training and customer service teams
- Monitor calls (recorded/direct) from customer service employees and provide a rating
- To know the standard customer service procedures and to deepen the understanding of the activities to be performed and the process of providing quality
- Stay informed about all training processes and answer calls
- Prepare daily, weekly and monthly reports for stakeholders
- Save data on training conducted
Preferred Competencies
- Near native (interpreted as CEFR level C1) or native German language and fluent English skills in writing and speaking to understand documentation and log accurately in the client systems
- 2+ Years experience as trainer in customer service environment
- At least 1 year of working experience in a fintech, banking or a related field is required for this position
- Capable to work flexibly in a team environment, driven by the motto that Together Everyone Achieves More
- Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)
- Excellent written and verbal communication skills
- Must possess good presentation skills
- Excellent Organizational and planning skills
- Good understanding of Group Dynamics (diversity)
- Experience in MSOffice applications like Word/Excel/PowerPoint
- Analytic and Results Oriented
- Strong experience in presentation skills
- Excellent communication skills
- Experience in Customer Support/Customer Relationship/Customer Service
Requirements:
- Native German or C1 level
- Knowledge of English at a good level of speaking and writing skills
- At least 2 years of work experience in customer service employee training
- At least 1 year of work experience in Fintech, banking or related field
- Ability to work flexibly in an environment where the main motto is Kopa Katrs Sreaches V
- Experience working with various customer service systems
- Excellent oral and writing skills
- Excellent presentation skills
- Excellent organizational and planning skills
- A good understanding of group dynamics (diversity)
- Experience MS Office Word, Excel, PowePoint
- Analytical thinking and result-oriented personality
- Presentation skills
- Excellent communication skills
- Experience in Customer Support/Customer Relations/Customer Service
Employee Benefits- We've got you covered!
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more.
- Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
- Attractive compensation and allowances- Basis role and experience.
- Annual Leave 4 calendar weeks of paid leave according to LV labor law
- Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
Employee benefits:
- Premium medical insurance (health examinations, dentistry, vision tests, medication prescriptions, mental health support, etc.) for the employee and his family from the first working day
- The opportunity to develop your knowledge through the DEXT education platform, which offers more than 5000+ free courses
- annual paid leave for 4 calendar weeks in accordance with the Labour Law
- Binding rewards and bonus system
- Opportunity to work and grow in a dimanic and enjoyable work environment with regular corporate events, wellness activities and great team spirit
Please note that the successful candidate will be subject to a background check as this role involves the processing of confidential information belonging to Tech Mahindra clients and this role is directly related to the provision of financial services. Candidates must not have been convicted of committing an intentional criminal offense against the State, property, or governance procedures, of committing an intentional criminal offense in the national economy or while in service in a governmental authority, or of committing a terrorism-related criminal offense unless criminal record thereon has been extinguished or set aside. Furthermore, candidates must not have any defaults on payment obligations towards Tech Mahindra clients to whom the services will be provided. Further information on how Tech Mahindra processes candidates data is available: https://www.techmahindra.com/en-in/privacy-policy/
Please note that the candidate who will be selected for the specific position will undergo a background check, as this role is related to the processing of confidential information belonging to Tech Mahindra clients and this position is related to the provision of financial services.
The candidate must not be tried for committing an intentional crime against the state, public authorities or in connection with terrorism. Also, there should be no unfulfilled payment obligations to Tech Mahindra customers to whom services will be provided.
Information on the processing of candidates' data is available at:
https://www.techmahindra.com/en-in/privacy-policy/
€
2100
Atrašanās vieta
- Rīga, Latvija
Gustava Zemgala gatve 76, ēka "Valters", Jaunā Teika
Darba veids
- Pilna slodze
Prasmes
Valodas
- Vācu
- Angļu
Kontaktpersona
Karan P
+917777095640
Karan P
+917777095640
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.
We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.
We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.
With the NXT. NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.
Reģistrācijas numurs: LV40203552317
Tev varētu interesēt arī:
Accountant in Station Accounting Team / Grāmatvedis staciju grāmatvedības komandā
Assistant Financial Controller in Accounting and Finance Operations department
Credit Specialist with Danish language skills / Kredītu speciālists ar dāņu valodas zināšanām