Trainer (soft skills)

Title:

Trainer (Soft Skills)

Сlassification:

Full time

Reports to:

Main responsibilities:

  • Train big amount of new hires effectively;
  • Develop digital and print educational material (e.g. videos and manuals);
  • Organize classroom-style seminars about product features and sales techniques;
  • Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management);
  • Identify individual and team skills gaps;
  • Schedule regular training sessions (e.g. weekly or monthly);
  • Ensure new hires take on basic sales training courses, including communication and troubleshooting skills;
  • Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases);
  • Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction;
  • Coordinate mentorship programs for new call center operators;
  • Assess the impact of each educational course on staff performance and client satisfaction;
  • Maintain updated records of training curricula and material;
  • Full knowledge of product, service and promotions of the company;
  • Take on other tasks or projects to support other managers and call center operators.

Main requirements:

  • 2 years of effective work experience as a Customer Service Trainer or similar role;
  • Familiarity with interactive learning activities;
  • Excellent coaching skills, individual approach technique;
  • Solid knowledge of the latest corporate training techniques.
  • Excellent time management and organizational skills.
  • Comprehensive understanding of contact center technologies, current innovations and future trends;
  • Additional certification in training – preferable.

Skills:

  • Communication and leadership skills;
  • Good in managing priorities, timelines;
  • Objectivity, sense of humor, stress resistance;
  • Diligence;
  • Reliability, accuracy, commitment, ability to work under pressure;
  • Ability to brainstorm and develop unique ideas independently as well as within group settings;
  • Solid foundation of interviewing, research and problem-solving skills;
  • Ability to multi-task in a fast-paced, creative environment.

Languages:

  • Russian – fluent
  • Uzbek - good
  • English - good

Please, send your CV via email: job@tbcbank.uz

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