This position provides Incident Management Level 1 support to include incident identification and resolution and is responsible for providing technical support and maintenance for all desktops and applications in the designated site and implementing systems security and policies.

RESPONSIBILITIES:

• Delivering training (all types of training) for Different Criteria
• Provide Customer Cultural & Call Ethics training for newcomers
• Review the Knowledge updates
• Prepare printed and instructional materials to be used in training
• Prepare any learning materials needed
• Conduct effective induction sessions and coordinate training activities.
• Reviews the performance of trainees and coaches, monitors their results, and gives them direction for ongoing performance and result improvement
• Measure trainees' information retention rates by issuing assessment tests and quizzes on training materials
• Evaluate the delivered training efficiency (training results, surveys, role plays, …etc)
• Reporting training batch attendance, verification & performance
• Preparing and sending training data to the concerned departments
• Report the training efficiency
• Keep the company vision, mission, and values and follow all policies and procedures
• Participate in Calibration sessions with Operations and Quality

QUALIFICATIONS and EXPERIENCE:

• Excellent knowledge and command of German written and spoken (C1 / Native)
• Basic English level is required (B1 to B2)
• Customer service experience is a must
• Relevant experience of at least 6 months is essential
• Knowledge of various training and teaching methods
• Ability to design develop, implement, and evaluate training plans
• Proficiency in MS Office
• Excellent presentation and analysis skills
• Coaching and Facilitation skills
• Excellent communication skills
• Leadership and motivation skills
• Good time-management skills