Customer Care Trainer Analyst

Department: Customer Support

Employment Type: Full Time

Location: LATAM-Brazil-Sao Paulo

Description

In this role, you will…

• Be responsible for all Customer Success frontline, technical support and backoffice training for new and existing employees.
• Be focal point to connect CS and Other areas to create processes to be deployed to CS team.
• Prepare Tips & Training sessions to attack inputs brought from QA Analysis and VoC.
• Present to leadership the main insights and action plan to solve hard and softskills issue identified under CS operation.
• Coordinate Nesting sessions.
• Automate training content and create new ways to ensure all CS is aligned with new instructions.
• Prepare, schedule and deliver training plans for new hires.
• Prepare, schedule and deliver refresher training for existing employees.
• Ensure that newly hired agents are properly equipped and motivated to make a meaningful contribution to the business.
• Be responsible for delivering training solutions to agreed KPIs to ensure all targets are met and continuous improvements are made.
• Produce any course materials and other documents, such as notes, handouts, manuals and exercises, that are required to ensure the delivery of high quality training courses.
• Keep records of progress, attendance and so on.
• Prepare the learning environment and resources, including the installation of equipment, ensuring that company training facilities and associated training resources are properly maintained, meeting best practice standards and compliance with Health and Safety requirements.
• Review all course evaluation feedback and the effectiveness of training and course outcomes; and identify areas for improvement.
• Take responsibility for the maintenance of any hardware and software used for training purposes and recommend repairs and upgrades to management when appropriate.

For this role, you'll need...

• Bachelor's degree or equivalent experience preferred.
• Minimum two years experience in the training role.
• Passion for delivering a unique training experience to employees.
• Ability to identify customer-focused solutions and problem solving.
• Affinity for technology, agile thinking and ability to always be learning.
• Knowledge of MS Office package.
• Knowledge of CRM tools desirable.
• Native Portuguese and advanced level of English are a must, Intermediate Spanish is a plus

Junte-se a nós!