Key skills
Communication
About this role
Role Overview
- Develop and continuously update training materials (manuals, e-learnings, quizzes)
- Deliver onboarding training programs for new hires
- Provide ongoing training, upskilling and reskilling for existing agents
- Identify skills gaps at individual and team level
- Conduct call monitoring to ensure quality and effectiveness
- Measure training effectiveness and performance improvement
- Prepare progress reports and improvement recommendations
- Manage and continuously update the procedures database (PublicPedia)
- Ensure all documentation remains accurate, up-to-date and aligned with operational changes
- Work closely with the Operations team to identify training needs
- Implement improvement initiatives to enhance Contact Center performance
- Contribute to a culture of continuous learning and development
Requirements
- Experience in Training and within a Contact Center environment
- Strong analytical skills with the ability to translate insights into action
- Excellent communication and facilitation skills
- Structured thinking and results-driven mindset
- Experience in developing training materials and delivering presentations
Benefits
- 💼 Competitive compensation & benefits package
- 💰 Performance-based bonus scheme
- 🧑⚕️ Comprehensive life & health insurance
- 🏡 Flexible hybrid working model – to support your work-life balance
- 🧡 Psychological support via a professional helpline for you and your family
- 🚀 Career growth opportunities in a role that evolves with you
- 🎉 Valuable experience in a well-known and fast-growing organization
- 📚 Continuous learning and upskilling through tailored programs
- 🏃🏽♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more)
- 🚗 Alternative transportation with company shuttle buses to our offices
- 📲 Exclusive access to our employee app, OrangeGen, packed with tools, news & perks