Traning Development Senior Supervisor

Mayen Telekomünikasyon Hizmetleri A.Ş.

Mayen was founded in 2004 with the idea of creating innovative and smart solutions for businesses. As Turkey’s leading customer relationship management company, we aspire to be the number one choice in our field by providing the highest customer satisfaction. Mayen is the meeting point of great ideas and smart solutions, a combination that creates an excellent customer experience.

Mayen provides outsourcing services in areas such as customer services, customer experience & business insights, robotic process automation (RPA), digital training and development systems, social media monitoring & engagement, online people analytics, customer journey mapping, VoC, human resources services, payroll services, accounting, and testing services. The sectors we currently serve are retail, e-commerce, banking and finance, telecommunications, airline and travel, high tech and IT, media and entertainment, and energy and utility.

With more than 3500 teammates in 12 different locations in Turkey and working-from-home model, we offer services to leading brands both across Turkey and worldwide in 12 different languages, including German, Dutch, Turkish, English, Arabic, Italian, Spanish, Greek,Hebrew, French, Russian, and Bulgarian.

Qualifications

• Graduated from bachelor's degree in related faculties (Preferably Computer and Instructional Technologies)
• Preferred sectors: Service Industry, Finance, Retail, Telecommunication, Call Center, e-commerce
• Excellent written and verbal communication in English or German
• 5 years of experience in training, training and development activities(LMS platform management, training content preparation and storytelling, training needs analysis, training program design and development, training process performance, training effectiveness)
• Experince of using online content production programs: Vyond, Canva, Camtasia, Adobe Creative Cloud, Ispring
• At least 2 years of team management experience in education, training development areas
• Excellent proficiency in Microsoft Office Applications( Especially Excel and Power Point)
• Prone to teamwork and effective communication skills
• Having problem solving ability and high persuasion ability
• Able to follow regular and scheduled work
• Creative, innovative, flexible, open to change, also capable of analytical thinking

Job Description

• Taking necessary actions about team development to ensure that the team's competencies are aligned with expectations
• Analysis of training and development needs for Customer Representatives, designing and implementing training programs suitable for needs. Submitting request to the relevant departments in order to ensure that the necessary work is conducted to meet the identified needs
• Determining the standards of CSR onboarding trainings and controlling compliance with these standards
• Ensuring that the necessary work is conducted to improve the content and quality of training materials in the trainings which prepared for customer representatives in accordance with the needs of the organization
• Designing and preparing online technical training contents for Customer Representative needs (e.g. written communication & spelling training, MS Office Trainings, eloquence & diction, basic communication skills)
• Management of Mayen Education Development Platform, developing the system with new features and applications (Gamification, Social Learning, Improving Video Content) in line with the needs of operations
• Following new training methods and practices and taking action to transfer those deemed necessary to the organization
• Preparation of training reports and sharing them with relevant units
• Creating online training contents determined to be transferred to the e-learning platform with new generation content production methods and making them available to operations