Pracodawca zakończył rekrutację na to ogłoszenie
Job description:
We are looking for you, a Training Specialist that would enhance the competencies of individual employees, by conducting training and onboarding programs as well as supporting agents on daily basis with non-standard challenges.
If you are a person that likes to motivate others, boost their performance in alliance with company’s core values, join our Customer Operations Coach Team!
Our Team supports professional’s development in one of the biggest department Customer Operations.
In this team, you will be responsible mostly for performing training needs assessments, designing and delivering curriculum and learning materials as well as ‘on the floor’ live coaching to provide best -in-market customer experience.
Moreover, you would:
Organize 'off the floor' coaching sessions and workshops focused on addressing agreed improvement areas
Be responsible for customer interactions quarterly assessment cycle, identifying trends in agents performance and gaps in skills &knowledge needed to be addressed
Deliver training derived from Global (Customer Operations priorities), and local- operational needs.
Liaise and feedback Team Leaders with regards to Agent`s skills and knowledge level in order to support solid performance assessment, contribute to development and allow delivery of world class customer experience
Maintain and update local training materials, work instructions, standard operating procedures.
Act as custodian of the excellence soft skills in Customer Service program, being responsible for training delivery and embedding the principles in the Agent`s coaching cycle
Facilitate onboarding and functional training of new operational staff
Provide input and learning to Customer Operations CI, Customer Operations Excellence teams in order to drive improvement initiatives focused on customer experience, operational performance and internal process efficiency
Requirements:
Very good training facilitation skills
Practical skill in coaching, motivating and persuading techniques
Sound understanding of customer needs and challenges
Continuous improvement/automation mindset
Strong collaborative and relationship building skills
Interpersonal skills: communicativeness, openness for receiving and providing feedback, willingness to work with people
Personal leadership skills in promoting customer focus and teamwork spirit
Very good English and fluent Dutch
Working knowledge of MS Office, especially MS Excel and Power Point
Number of Vacancies:
Benefits of working at Shell:Shell is an Equal Opportunity Employer
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