Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise™. They are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms, and reusable assets connect across several technologies to deliver tangible business value and experiences to our stakeholders. The client has been recognized among India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.
Scope:
To nurture and foster a culture of continuous learning and development within our organization. You will be instrumental in delivering dynamic training programs that not only meet the current needs of our workforce but also anticipate future trends within our industry. You will work closely with operational leaders to measure the effectiveness of our training and identify additional training needs. Through a blend of training methods and cutting-edge technology, you will empower our employees with the knowledge and skills they need to excel in their roles and contribute to our mission of delivering exceptional value to our clients.
Responsibilities:
Plan, develop and facilitate internal training for new and existing personnel
Provide support to the training manager in establishing, measuring, and monitoring key training metrics.
Monitor the progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
Provide constructive coaching and feedback to associates
Training effectively and efficiently.
Design and evaluate training and performance interventions (pre and post-training assessment)
Identify performance gaps, and causes of performance gaps and provide solutions to the training and production teams.
Actively monitor calls by listening to the agent's calls (Recorded / live) and share required feedback.
Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
To be updated on all process-related information for training purposes and available to take calls to keep in touch with operations
Publish daily / weekly/monthly reports to stakeholders
Qualifications & Requirements:
Customized working schedule depending on the service window received from the client
Capable of working flexibly in a team environment, driven by the motto that Together Everyone Achieves More
Preferred: Candidate must possess at least a Bachelor's/College Degree, in any field.
At least 1 year of working experience in a fintech, banking or a related field is required for this position.
Experience in handling a portfolio with customer services programs (experience with Retail programs is an advantage)
Excellent written and verbal communication skills
Must possess good presentation skills
Excellent Organizational and planning skills
Good understanding of Group Dynamics (diversity)
Experience in MSOffice applications like Word/Excel/PowerPoint
Analytic and Results Oriented
Great language level (B2 and above) of German OR Swedish OR Finnish OR Norwegian OR Polish OR Dutch OR Danish, (English is mandatory)
Strong experience in presentation skills
Experience in Customer Support/Customer Relationship/Customer Service
Hands-on experience in back-office activities – Live Chat and Social Media
Tech stack experience of:
G-suite
Jira
Slack
Chat Platform (Fresh desk and fresh chat)
Does this sound like you? We would love to receive your application!
Nordic Jobs Worldwide
Nordic Jobs Worldwide is a professional Nordic recruitment company focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world.
Nordic Jobs Worldwide is the largest language recruitment agency in the Nordic region, with offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We match the most exciting jobs with Nordic talent worldwide. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.
