Trainer (Tech Support)

Join us as a Trainer!

Main responsibilities for this role would be:

• Preparation, organization, and conduct of training sessions for new agents in the customer center
• Preparation, organization, and conduct of training sessions for both new and experienced agents in the customer center
• Preparation, organization, and conduct of "refreshment" training as well as coaching sessions
• Monitoring and evaluation of candidates who start training
• Preparation of reports, reporting on conducted training sessions, sessions with agents, lead agents and team leaders
• Attendance at meetings with the Client and obtaining required training and information
• Preparation and design of training manuals
• Regular communication with project employees regarding new procedures, devices, as well as ensuring the updating of the knowledge base system
• Building weekly, monthly, and annual training plans
• Analysis and continuous improvement of the performance and results (quality and objectives) achieved by agents on an individual and team level, devising suggestions for the next step to improve performance and, as a result, service results
• Presentation of devised and proposed action plans, collaboration with service managers, as well as training in preparing defined improvement plans, all with the aim of achieving professional development of agents and continuity of their service
• Collaboration in preparing the annual training plan, in cooperation with the sectors involved in it
• Ensuring compliance with the training processes defined by the company, in accordance with the specified procedures and client values

What's in it for YOU?

• The challenge to let your own team excel in a creative and professional way, both operationally and qualitatively
• Permanent work contract
• Working hours 09-17h or 10-18h depending on the training needs
• Hybrid model of working
• Private health insurance
• The opportunity to develop yourself
• Weekends are off
• Building career in an international environment
• Full support while on-boarding
• Competitive salary
• Pleasant work atmosphere and friendly team spirit

What are we looking for:

• Excellent knowledge of the English language (C1/C2)
• You are able to work from Belgrade
• 1+ years of work experience in customer support industry would be an advantage
• Possession of good communication and organizational skills
• Orientation towards teamwork and knowledge sharing
• High level of organization, independence in work, and recognition of priorities
• Ability to maintain the highest standards of confidentiality and display professional ethical conduct

What Life at Transcom is like?

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.