Training Specialist - Inbound (German Bilingual)

Primary Purpose

The role of the Training Specialist is to instill a high level of customer care standards within our team, to improve our customer satisfaction. You will be focused on the German market and must have a high level of German speaking and writing skills.

Every customer touch point should shine ensuring our customers only speak positively about their experiences with the customer care team.

The training specialist is responsible for onboarding training, refresher training, resource creation, analysis and overall performance across multiple sites and BPOs as required.

You will be responsible for creating and updating training resources as required. You will work closely with knowledge management coordinators, subject matter experts and the QA team as you will be the training team's point of contact for all new processes and product updates. You will analyse interactions, present your findings to the L&D lead and help train, mentor and performance manage the training team.

Although your primary focus is analysis, you will also be required to train and assess the output of all the training through post-training evaluation and reviewing the customer care team's performance while on queue. You will do this by following quality evaluation processes as well as following industry-specific training methodologies and reporting these trends to the business.

You are directly responsible for:

Training Delivery and Facilitation:

• Run Market specific training as a dedicated German Trainer
• Conduct training sessions, workshops, and seminars for our representatives, ensuring comprehension and skill acquisition.
• Employ various instructional techniques and formats to accommodate different learning styles.
• Provide ongoing coaching and support to reinforce learning and skill application.

Training Program Development:

• Support with the design, development, and implementation of training programs tailored to the needs of our contact centre team.
• Support with the creation of engaging and interactive training materials, including presentations, guides, and simulations.
• Regularly update training content to reflect industry trends, product updates, and best practices.

Content Management and Documentation:

• Maintain and update a comprehensive repository of training materials, resources, and documentation for easy accessibility by the team.
• Develop assessment tools to evaluate the effectiveness of training programs and gather feedback for continuous improvement.

Collaboration and Coordination:

• Collaborate with managers, subject matter experts, and other stakeholders to identify training needs and align content with clear objectives.
• Coordinate with internal and external departments to ensure training initiatives, align with product updates, internal strategies, and customer insights.

Performance Monitoring and Reporting:

• Monitor and assess the impact of training on performance and agent KPIs
• Complete all required reporting and training observations
• Complete admin tasks associated with pre-onboarding and onboarding

Requirements:

• Must speak and write in fluent German
• 3+ years experience as a Training Specialist or equivalent

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