Customer Technical Support Trainer

We are looking for talented people for the role of
Customer Technical Support Trainer
Gdańsk
Summary

At Cognizant, we are dedicated to helping the worlds leading companies build stronger businesses — helping them go from doing digital to being digital.
In Poland, our offices are located in Gdansk, Wroclaw, and Kraków. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits. Be Cognizant!


Working hours: 2 shifts within 07:00 AM – 07:00 PM


Responsibilities
  • Collaborating with client subject matter experts to ensure accuracy of process SOPs/ Decks and other training material which are relevant to the program
  • Constructing curriculum development processes for both classrooms based and VILT. Developing training materials, such as digital presentations, PKT, and Ready Reckoner for the team
  • Responsible for process training of new agents and supporting experienced agents by conducting periodic refreshers to improve their performance.
  • Should have excellent knowledge of BPO (Voice & Non- Voice)/ Customer Service procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.
  • Liaising with Ops Manager and team leaders to conduct on- the-job coaching.
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports.
You have
  • Bachelor’s degree BA/BA or equivalent experience.
  • Excellent communication in English (verbal & written),
  • 4+ years of experience in Call Center/BPO (Inbound and Outbound), Non-Voice Process (Chat/Email/ Social Media Platform), and Customer/Client Communication with a minimum of 2 years experience in the role of Process Trainer.
  • 2 years of experience in designing, developing, and delivering training curriculum for agents.
  • Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
  • Demonstrated ability to deliver effective training, in classroom / VILT.
  • Ability to conduct research, collaborate with subject matter experts, and gather and interpret relevant data.
  • Ability to write clear, concise explanations of complex concepts and engaging course content for agents.
We offer
  • Attractive salary and stable job offer- employment contract
  • Medical care with dentist for you and your family
  • Cafeteria benefits & multisport card
  • Recognition program
  • Opportunities to grow internal promotions in Poland & abroad!
  • Opportunities to develop co-financed training programs, free training platforms: UDEMY, Busuu
  • Opportunity to make a difference: volunteering programs
  • Great atmosphere
Prosimy o dopisanie klauzuli: Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 r. o Ochronie Danych Osobowych; tekst jednolity Dz. U. z 2016 r. poz. 922 z późn. zm. ). Jednocześnie oświadczam, że zostałem/am poinformowany/a o dobrowolności podania danych osobowych oraz prawie dostępu do treści swoich danych i ich poprawiania.