HR Trainer
il y a 2 semaines
De job
WEngage Suriname ondersteunt Zalando
WEngage Suriname ondersteunt Zalando ..
op het gebied van klantenservice, dit doen we via verschillende kanalen: Chat, Mail en Telefonisch.
..
Wat doe je?
Ontwikkeling
Het ontwikkelen en up to date houden van alle operationele opleidingen ten behoeve van agents en Teamcoaches op het gebied van:
Initiële Contact center training (Introductie-training): Telefoonetiquette, procedures,… Product en tool gerelateerde training: Product&Services, opdrachtgeversapplicaties en WEngage applicatiesOngoing Training
Het op regelmatige basis bijtrainen van agents en Teamcoaches via op maat en noodzaak gerichte opleidingsmodules. Deze taken zijn verschillend naargelang de activiteiten die agents uitoefenen: informatie en advies, dienstverlening aan de telefoon, inbrengen en noteren van bestellingen en reservaties, after sales contacten, klachtenbehandeling, appointment setting, retention, collection, telesales Inbound en Outbound.
Op geregelde basis zelf aanbrengen van trainingsbehoeften met daarbij een uitgewerkt trainingsplan. Hierbij dient rekening gehouden te worden met het zonder verlies van kwaliteit efficiënter maken van trainingsessies.
Training en monitoring
Het geven van trainingen (New – Refreshment) aan New Hires (upstaffing of interne doorstromers) en bestaande agents met daaraan gekoppelde follow-up training volgens een specifieke Timeframe. Na elke training uitvoeren van follow up, onder andere door extra monitorings om effect van training te meten.
Op aanvraag van Manager Operations uitvoeren van extra monitorings, commerciële, refreshment- of overige trainingen.
Ondersteuning van Teamcoaches (op aanvraag van Manager Operations) bij het verbeteren van performance van agents die het coachingstraject door de Tteamcoach al hebben doorlopen door middel van monitorings en feedbackgesprekken.
Waarin zal je uitblinken?
Goede mondelinge en schriftelijke beheersing van het Nederlands. Kennis van Engels is een pluspunt.
MBO+/HBO werk- en denkniveau
Ervaring in het geven van interne trainingen en het ontwikkelen van interne en externe trainingen, bij voorkeur minimaal 2 jaar
Goede didactische vaardigheden en presentatievaardigheden
Zelfstandig en pro-actief
Organisatievermogen en effectief en efficiënt in planning
Gericht op samenwerking en groei
Wil zichzelf en WEngage verder ontwikkelen
Gedreven en creatief
Representatief
Flexibel om naast normaal werkrooster van 09:00 tot 17:30 ook buiten deze uren te werken
Wat krijg je ervoor in de plaats?
We verwachten heel wat talenten van jou. Gelukkig krijg je er ook heel wat voor terug: niet zomaar een job, maar een supertoffe job in een hecht & collegiaal team.
De kans om elke dag te leren en te groeien in jouw rol dankzij continue coaching, feedback en training.
Een competitief salaris afhankelijk van je ervaring.
Je kan daarnaast ook gebruik maken van een groot aanbod aan e-learning modules die je helpen in jouw persoonlijke en professionele ontwikkeling.
Hoe verloopt jouw onboarding?
Samen maken we van jouw start een succes Het ganse WEngage team staat klaar om jou met open armen te ontvangen. We zorgen er voor dat je wordt begeleid door ervaren collega’s die je wegwijs kunnen maken in ons bedrijf. Zij nemen je mee in de voor jouw functie belangrijke programma’s, werkmethodes en procedures en laten je kennis maken met de andere teams binnen WEngage . Tijdens je inloopperiode staan ze je bij met raad en daad, maar ook daarna kan je op hen rekenen.
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