Trainer with German - Bucharest - On site

• Monitor and coach/ mentor agents based on management’s request, whenever not involved in training deliveries.
• Performs Quality of Service analysis based on management’s request, whenever not involved in training deliveries.
• Conducting trainings and improving training material when necessary; improving coaching tasks as well.
• Mentoring new hires during the entire training period.
• Conducting policy meetings and calibrations.
• Coordinating, developing and applying specific team actions for agents along with the Management and Quality team.
• Build up exciting programs.
• Creating and updating training materials.
• Creating interim and final knowledge tests for new hires.
• Providing daily training trackers and reports to upper management as required.
• Ensure compliance with company regulations with regards to Data Security and Protection Standards.

• Previous trainer or coaching experience.
• Availability to work full on site is mandatory.
• Proficient German skills (verbal and written)- C1 level.
• Proficient English skills (verbal and written)- B2 level.

• Proficient knowledge of business-related processes and procedures.
• Understanding of quality and operational KPIs.
• Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team level.
• Understanding of quality processes, tools and measures to evaluate and improve individual/ team and overall performance.
• Strong feedback and evaluation skills; ability to motivate, support and engage.
• Good organizational, time management and prioritization skills.
• Excellent communication skills and a high focus on customer satisfaction.

Teleperformance is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.

We have 500,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.

Teleperformance Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 4,000 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).