SITEL is a Multinational Contact Centre Outsourcing Provider Company, in Portugal for 20 years and now with a team of 850 associates. We believe Portugal is one of the best places to live and work, its contact center industry is one of the fastest growing and better equipped in the world, with quality results that match the most demanding standards. Developing Contact Centre projects in all EMEA region (Europe, Middle East and Africa) and Brazil, we are growing in a sustained and strategic way. SITEL Portugal is one of the top performers in Contact Center Industry.
Our proven multilingual capacities and relocation expertise are a key factor in SITEL sustained growth.
Summary of Primary Job Responsibilities:
Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
Modifies and presents training programs for representatives/agents. Tracks and analyzes training programs by examining agent performance. Recommends changes to training programs.
Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills, soft skills and/or system changes. Participates in identifying program needs, obtaining technical data and scheduling programs. Maintains training records.
Knowledge/Skills/Abilities
At least 2 years of customer service and/or technical support experience in training, coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment (preferably)
Trainer Certificate CCP/ CAP (preferably)
Solid understanding of training processes and adult learning practices (mandatory)
Excellent portuguese and english language skills (knowledge of other foreign languages is strongly valued) .
Very good listening and oral/written communication skills.
Strong facilitation, problem-solving, research and decision-making skills.
Solid understanding and use of computer basics (Internet, MS Office, Outlook, Photoshop, Adobe Ilustrator, etc.).
Strong capacity to work under a stressfull environment.
Organizational and time management skills.
Ability to manage challenging trainings and customers while remaining in control.
Good judgment and ability to express thoughts clearly and simply.
Ability to work a flexible schedule (mandatory)
Availability to travel domestically and/or abroad (mandatory).
Be a team player.
Education
2/3 year college degree or directly related work experience in training.
Other Information
Full-time 8h/day;
Workplace: Porto, Portugal
Base salary (x14 months) + Meal Allowance + Monthly Performance Bonus
Career opportunities and good work environment
Private health insurance to all employees, after 6 months of work
To apply send your CV in English with ref.: JP/LS/PT.
Our proven multilingual capacities and relocation expertise are a key factor in SITEL sustained growth.
Summary of Primary Job Responsibilities:
Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
Modifies and presents training programs for representatives/agents. Tracks and analyzes training programs by examining agent performance. Recommends changes to training programs.
Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills, soft skills and/or system changes. Participates in identifying program needs, obtaining technical data and scheduling programs. Maintains training records.
Knowledge/Skills/Abilities
At least 2 years of customer service and/or technical support experience in training, coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment (preferably)
Trainer Certificate CCP/ CAP (preferably)
Solid understanding of training processes and adult learning practices (mandatory)
Excellent portuguese and english language skills (knowledge of other foreign languages is strongly valued) .
Very good listening and oral/written communication skills.
Strong facilitation, problem-solving, research and decision-making skills.
Solid understanding and use of computer basics (Internet, MS Office, Outlook, Photoshop, Adobe Ilustrator, etc.).
Strong capacity to work under a stressfull environment.
Organizational and time management skills.
Ability to manage challenging trainings and customers while remaining in control.
Good judgment and ability to express thoughts clearly and simply.
Ability to work a flexible schedule (mandatory)
Availability to travel domestically and/or abroad (mandatory).
Be a team player.
Education
2/3 year college degree or directly related work experience in training.
Other Information
Full-time 8h/day;
Workplace: Porto, Portugal
Base salary (x14 months) + Meal Allowance + Monthly Performance Bonus
Career opportunities and good work environment
Private health insurance to all employees, after 6 months of work
To apply send your CV in English with ref.: JP/LS/PT.