Atenção! Esta oferta já expirou, não sendo possível efectuar mais candidaturas. Emprego Training & Quality Manager - Outbound Customer Service (M/F) Empresa:Sitel Portugal Data Publicação:20/03/2018 Introdução :We are a leading global outsourcing provider of customer experience management with 150 offices across 24 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver more than 2.5 million unique customer experiences every day. We offer tailored customer care solutions to our diversified client base across all stages of the customer journey. With our operational excellence, continued focus on process improvement and value-add solutions, we are your global partner for today and tomorrow. Our Client A Portuguese communications and entertainment group – future-oriented, committed to excellence and customer satisfaction. Leaders in pay TV, in the latest generation broadband and in cinema distribution and exhibition. Descrição da Função:Job brief We are looking for a Customer Service Training & Quality Manager (TQM) to educate our customer service teams by conducting seminars and interactive courses whilst ensuring that our services meet all necessary quality requirements. Ultimately, you will make sure our customer service representatives develop their skills and successfully address clients’ needs. Primary responsibilities: - Organize classroom-style seminars about product features and sales techniques; - Encourage on-the-job coaching (e.g. how to handle difficult client cases); - Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management); - Identify individual and team skills gaps; - Maintain updated records of training curricula and material; - Understand customer needs and requirements to develop effective quality control processes; - Monitor calls and provide quality feedback to customer service agents; - Your profile should match the following description. Ideal candidate must be proficient with MS Office (i.e. Word, Excel, etc.) and operational systems/software. Be able to multi-task and perform excellent communication, presentation and quality monitoring skills. Must be able to identify problems and resolve in a timely manner; possess a sense of urgency and ability to prioritize tasks and resources appropriately. Promote an environment conducive to maximum employee morale, productivity, and effectiveness. Requisitos: Requirements: - Native level Portuguese (C2); - Full Professional Proficiency in English (C1); - Proven work experience as a Trainer in a Sales/outbound project; - Experience providing quality feedback; - Ability to manage the full training cycle; - Excellent organizational skills; - Solid communication and presentation abilities; - College degree in Education, HR or directly related work experience; - Experience in a sales position is a plus; - Additional certification in training is a plus. Oferece-se:Our Compensation & Benefits At Sitel we believe our people are our most important asset and therefore we take pride in finding the best, most talented and driven employees, among the benefits of working with us are: - Monthly Salary; - Monthly Performance Bonus; - Monthly Meal Allowance; - Private Health Insurance, with an on-site Doctor (applicable after 6 months); - Continuous training available; - Personal development opportunities and a great multicultural working environment; - People First Culture. WWe take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times. If you feel that this ad sums up your character and your ambitions, please submit your resume as soon as possible. Application We will screen and interview candidates continuously, so please apply on-line via our career portal as soon as possible. We will close the position down once we have found the right candidate. We look forward to hearing from you. For non-EU applicants it is mandatory to hold a valid work permit.Local:Lisboa (Distrito de Lisboa) Entrada:ASAP Partilhar esta informação Enviar a oferta: Training & Quality Manager - Outbound Customer Service (M/F) Comentários Atenção! Esta oferta já expirou, não sendo possível efectuar mais candidaturas. Candidate-se a esta oferta Será redireccionado para o site da empresa