Customer Support Trainer, David Kennedy Recruitment, Latvia, Riga

David Kennedy Recruitment is working with a leading multinational technology BPO business which is looking to recruit a Trainer for their Customer Support teams in Riga.

Position: Customer Support Trainer

Location: Riga, Latvia (on-site)

Employment type: Full-time

DUTIES AND 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 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

- Train effectively and efficiently

- Design and evaluate training and performance interventions (pre and post training assessment)

- Identify performance gaps, causes of performance gaps, and provide solutions to the training and production teams

- Actively monitor calls by listening to the agents 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

- Stay up to date with 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

- Maintain historical data for the associates trained

REQUIREMENTS:

- Excellent verbal and written communication in C1 Finnish and B2 English

- At least 2 years of BPO/call centre experience as a trainer

- At least 1 year of working experience in a fintech, banking or a related field

- Excellent public speaking and communication skills

- Willing to relocate to Riga or already residing there

- Capable to work flexibly in a team environment, driven by the motto that together everyone achieves more

- Experience in handling a portfolio with customer services programs (experience with retail programs is an advantage)

- Excellent organisational and planning skills

- Good understanding of group dynamics and diversity

- Experience in MS Office applications like Word/Excel/PowerPoint

- Analytic and results-oriented

- Experience in customer support/customer relationships

OFFER:

- Relocation support

- 8 hours shifts within time frame of 9 AM - 9 PM Monday - Friday

- Paid startup training and professional development sessions

- A dynamic and diverse job in a pleasant and modern environment

- Opportunities for personal and professional development

Language skills and level: Finnish (C1) and English (B1+)

There is a possibility for accommodation, TBD

Travel costs will be compensated, TBD

This employment complies with the legislation of Latvia.

40 hours/week