The person we are looking for will have the responsibility to coordinate and operationally manage the activities or areas assigned according to the quali-quantitative service level and the established processes. He/She will also provide complete training to share expertise in ways that motivate others.

Who are you?

• You have excellent leadership and interpersonal skills
• You have a positive attitude, good organizational and time management skills
• You have the ability to manage and motivate staff within a team environment
• You have exceptional verbal and written communication skills.
• You are a compelling public speaker.
• You have the ability to engage trainees in discussions during training sessions.
• You have strong critical thinking and analytical skills.
• You have the capability to seek solutions and propose measures within the organization to achieve client satisfaction
• You are fluent in French and English language (written and spoken)
• You have the knowledge of MS Office applications including PowerPoint for the purpose of producing training materials and presentations.

It is considered a plus:

• Be familiar with customer-care department operations

What are you going to do?

• You will provide initial training to the employees ensuring that they are regularly updated on the product, service, and/or application news
• You will be responsible for monitoring, checking the achieved results, and providing professional support to the employees
• Measure and report the effectiveness of training by administering tests and evaluations
• You will be responsible for the coordination of work and operational management of assigned activities or areas to ensure distribution and realization of set qualitative and quantitative goals, as well as maximum efficiency and proper performance of activities
• You will suggest changes that should be applied to operational processes with the aim of developing and improving services
• You will prepare and conducts training programs for middle management and front-line employees.
• You will work to keep training programs vibrant and entertaining in order to engage employees and trainees.
• You will supervise and support the performance of the New Hires and tenured employees
• You will monitor, analyze and permanently assess the quality performance and results of the team
• You will prepare and design the training materials and presentations
• You will create reports to demonstrate findings that can facilitate improvements
• You will monitor and verify the knowledge acquired by individual operators
• You will provide timely assistance to customer care agents if needed
• (You will coach and develop customer service agents’ skills and help them to reach the full potential through monitoring, assessment and regular feedback

What do we offer?

• A stimulating, international work environment with heterogeneous teams and opportunities to expand your knowledge
• A path of growth aimed at enhancing your professionalism
• Internal training to develop professional and language skills
• Health Insurance
• Transportation