HBT CX CS Training Professional (Hybrid work)
Zelazna , Katowice, SLASKIE, Poland
6 d. temu
  • Design and deliver standard, customized and tailored training programs
  • Maintain and develop course content to current offerings
  • Review effectiveness of training programs
  • Assist align current learning processes, products, services & processes to suit Business direction
  • Build Knowledge Case Management System Articles that are easy to read & usable by all
  • Responsible for Process Training and Soft Skill training
  • Responsible for Case Evaluations to identify Individual and overall Training Needs
  • Will be Level 3 Support for CS Department for Cross SBE escalations
  • Travel may be required to cover multiple hubs
  • Review and update course content to match current offerings
  • Assistance with Identification of current skill and knowledge gaps
  • Conduct training needs analysis to support design of specific training programs
  • Develop quality training programs that deliver effective learning for all employees Must have : (Requirements)
  • Bachelor’s Degree in any relevant field
  • Minimum 3 years’ experience in Customer Service Domain
  • Should be a process SME / Supervisor with high level of process understanding
  • Experienced in planning, designing, documenting and delivering / presenting presentations and training programs for employees
  • Should have relevant experience of coaching & or supervision of CS Employees for at least a year
  • Worked on large / small scale projects to impact improvement in CS Department We value : (Skills, nice to have)
  • Quick response and proactive mindset to drive results
  • Ability to lead / drive change, and influence / mentor others
  • Excellent organization skills (ability to organize own work and training materials)
  • Commitment to detail
  • Strong knowledge of Customer Service Processes & products
  • Thorough experience in SAP, NEX and other tools
  • Possess high quality written & verbal communication skills
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