Call Centre Trainer

Call Centre Trainer

Bucharest, Romania – Hybrid

€2600-3000 gross per month

Our client based in Bucharest is recruiting for a Trainer with at least 1 year’s training experience including in the content moderation industry.

Working 5 shifts a week on a rotational shift basis.

Job duties

Manage all aspects of classroom preparation including creating/distributing agendas, learning materials, scheduling invitations, managing rosters, scorecards and other requirements as needed

• Mentor and coach learners/employees through shadow sessions and 1:1 trainings
• Needs to conduct New Hire training and refresher training
• Needs to undergo certifications and once certified will need to conduct future training
• Identify training gaps and create a needs analysis with all stakeholders to ensure training needs are met
• Proactively identify required curriculum enhancements and changes to meet the evolving needs of the department and then make the required changes in a timely manner
• Evaluate internal audiences and communicate their progress to the respective managers with a journal write up including all feedback and developed course of action following all 1:1 and coaching sessions with employees
• Leverage non-training time to determine future training needs and enhancements and maintain knowledge services, processes, and products
• Maintain proficiency/delivery certification in required role-specific content including general product knowledge.
• Collect and share feedback from trainees for the purposes of self-development and program enhancements
• Maintain proficient understanding of adult learning theory and various learning styles and collaborate with other L&D Specialists, Instructional Designers, and business partners to ensure course curriculum, materials, modality and resources are aligned
• Ability to adapt various facilitation styles to accommodate classroom, virtual, group, and 1:1 environments
• Collect and analyse feedback from cross-functional leadership and subject matter experts to make change recommendations
• Conduct needs analysis and develops training material to be utilized at the specialty level.
• Manage the structure and organization of training material in various knowledge management systems
• Maintain advanced knowledge of new/enhanced products in order to certify on new training content
• Act as a peer-mentor to new team members
• Participate in cross-departmental training initiatives
• Develop and maintain a network of business partnerships to identify key performance and skills/knowledge gaps to architect innovative learning and performance solutions

Proactively evaluate training programs & assets for effectiveness and collaborate with key stakeholders and Leadership to develop a roadmap for iteration and program enhancements

Experience Required

At least 1 year’s training experience

Content Moderation Experience

Completed a degree

Have work permission for Romania