Position: Finnish Customer Support Trainer

Location: Riga, Latvia (on-site)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Plan, develop, and facilitate internal training for new and existing personnel
• Provide support to the training manager in establishing, measuring, and monitoring key training metrics
• Monitor progress of trainees and coach for improvement
• Provide clear and concise assessments of trainee’s progress and overall performance during training
• Provide constructive coaching and feedback to associates
• Train effectively and efficiently
• Design and evaluate training and performance interventions (pre and post training assessment)
• Identify performance gaps, causes of performance gaps, and provide solutions to the training and production teams
• Actively monitor calls by listening to the agents calls (Recorded / live) and share required feedback
• Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process
• Stay up to date with all process-related information for training purposes and available to take calls to keep in touch with operations
• Publish daily / weekly / monthly reports to stakeholders
• Maintain historical data for the associates trained

REQUIREMENTS:

• Excellent verbal and written communication in C1 Finnish and B2 English
• At least 2 years of BPO/call centre experience as a trainer
• At least 1 year of working experience in a fintech, banking or a related field
• Excellent public speaking and communication skills
• Willing to relocate to Riga or already residing there
• Capable to work flexibly in a team environment, driven by the motto that together everyone achieves more
• Experience in handling a portfolio with customer services programs (experience with retail programs is an advantage)
• Excellent organizational and planning skills
• Good understanding of group dynamics and diversity
• Experience in MS Office applications like Word/Excel/PowerPoint
• Analytic and results-oriented
• Experience in customer support/customer relationships

OFFER:

• Relocation support
• 8 hours shifts within time frame of 9 AM - 9 PM Monday - Friday
• Paid startup training and professional development sessions
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development