Responsibilities:
- Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
- Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
- Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
- Identify individual and team skills gaps
- Schedule regular training sessions (e.g. monthly or quarterly)
- Coordinate mentorship programs for new customer service representatives
- Assess the impact of each educational course on staff performance and client satisfaction
Requirements and skills:
- Work experience as a Customer Service Trainer or similar role
- Experience in customer service positions is a plus
- Knowledge of Learning Management Software (LMS)
- Familiarity with interactive learning activities
- Excellent communication and presentation skills
- Ensure new hires take on basic sales training courses, including communication and troubleshooting skills
- Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
- Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
- Identify individual and team skills gaps
- Schedule regular training sessions (e.g. monthly or quarterly)
- Coordinate mentorship programs for new customer service representatives
- Assess the impact of each educational course on staff performance and client satisfaction.
Teleperformance embraces diversity. Qualified applicants will be considered regardless of race, ethnicity, religion, age, and gender.