Position: Trainer

Location: Essen, Germany

Work Model: Fully on-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

Regularly work with large groups of trainees, presenting information clearly, checking for understanding, and incorporating feedback where possible.
Collaborate with client training departments to ensure smooth transitions during new ‘go lives’ and help integrate client business processes.
Work with various stakeholders across the company to ensure a seamless and consistent onboarding experience for new team members during recruitment, training, and basecamp phases.
Design and maintain training materials, such as handouts, manuals, exercises, assessments, and exams.
Prepare learning environments, set up IT and phone equipment, arrange seating, share documents, and publish schedules.
Deliver and facilitate training programs, demonstrating excellent written and verbal communication skills.
Collaborate with team managers, POCs, agents, and other stakeholders to identify training and performance requirements.
Assess the effectiveness of training programs and learning outcomes, ensuring continuous improvement.
Continuously evaluate agent call and case handling to maintain high standards of quality and customer service.
Maintain records of learner development and resource allocation to ensure proper tracking and documentation.

REQUIREMENTS:

Native/ fluent in English (C1), both verbal and written.
Exceptional verbal and written communication skills, with the ability to deliver clear and effective training programs.
Excellent listening skills and empathy for the needs of agents, management, and clients.
Ability to work flexibly with both groups and individuals, tailoring communication and training styles to different learner types.
Skilled in balancing the needs of new hires and tenured team members, keeping them engaged and motivated throughout the training process.
Ability to address participant concerns and direct them to appropriate departments when needed.
Strong focus on achieving set goals and targets, demonstrating drive for results.
Ability to build and maintain collaborative relationships with internal and external stakeholders.
Comfortable with setting up and using IT and phone equipment for training purposes.

OFFER:

Trainer - English - Essen