Customer Experience and Training Supervisor (Limassol)

Posted 9 months ago

Customer Experience and Training Supervisor (Limassol)

As a Customer Experience and Training Supervisor, you will be preparing new employees for their responsibilities and monitoring and detecting the areas for improvement of the current employees. You will handle an array of training-related administrative duties, from answering employee questions, to responding to emails, passing-out training manuals and performing ‘On-the-Job’ training until new members fully assume their job duties. If you enjoy interacting with people and working with teams to maximize their capabilities, then Gan Direct is the right place for you!

As a Customer Experience and Training Supervisor, you will be:

» Identifying training and development needs through job analysis, appraisal schemes and on-the-job monitoring in order to design and develop training programs based on the organization and the individual’s needs
» Creating, developing and delivering effective induction training programs for all teams, enabling inductees to learn how to achieve and maintain excellence in their everyday activities
» Participating in the execution of the yearly training plan
» Preparing and executing individual performance improvement coaching plans to ensure that the members surpass the minimum acceptable levels of performance and reach their Key Performance Indicators and targets
» Monitoring and reviewing the progress of all members through monthly performance evaluations, quarterly readiness tests and monthly quizzes
» Improve Staff Knowledge, review and provide feedback to members as per the Quality Call Monitoring performed
» Evaluating the effectiveness of training to ensure that the desired results are being achieved
» Amending and revising programs and techniques as necessary, in order to adapt to the changes that occur in the work environment
» Creating and updating training material and organizing the workshops/seminars training sessions
» Lead by Example when performing Customer Service
» Prepare Shadowing & On the Job Training Position
» Contribute in Sales Increase
» Understand Smart Goals and through daily monitoring, work towards their attainment and realization
» Monitor and Improve the Best Practice Scripts (BPS) of the Company. Measure the time needed for each tasks (AHT) and through the On- the- Job Training and the improvement of BPS, contribute in the AHT reduction
» Smooth cooperation with all members of the team and Technical Manager. Contribute to departmental goals
» Participating in training and coaching sessions for Continuous Learning and Development

Requirements:

» University degree in Education / Human Resource Management / Business Administration or studies in a related field
» Two or more years training delivery experience
» Understanding of adult learning principles
» Excellent verbal and written communication skills in both English and Greek
» Proficiency in creating clear, effective MS Power Point presentations, Word documents, Excel and other training software/ tools designed to enhance audience comprehension and to achieve results
» Computer literacy (MS Office: Word, Excel, Power Point etc.)
» Ability to model values of the organization
» High level of flexibility and creativity
» Ability to motivate and lead effectively
» Exceptional communication, organizational and time-management skills

 

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