Customer Service & Technical Support Trainer - French market

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work and Top Employer), is looking for a dynamic individual, with a passion for training and supporting others to improve and expand their knowledge.Candidates should possess strong organizational skills, business acumen and be able to deliver in a fast-paced, multilingual environment.Purpose of the roleThe trainer/supporter will be responsible for planning, managing and delivering customer and technical product training in a Technical and Customer Support Operation. At the same time, supporting the rest of the campaign with different tasks to set them up for success.Responsibilities To align with Ops management, Training Manager and trainers to plan, develop and deliver onboarding and ongoing training programs based on needs analysis and the business goals of the operations. To align with management teams on a weekly basis to review the training plan progress, to collect feedback, insights from Quality Audit and needs and set up development plans for teams and individuals. To ensure training are clearly defined, documented and delivered for each role within the operation. To choose appropriate training methods per case and prepare education material,ensuring their compliance with TP and client standards and guidelines. To implement internal and external best practices into the training which lead to improved sales performance and profit. To track training attendance and feedback To measure training results, analyse their impact on the ops performance and prepare reports to be shared with the management To complete training needs analysis on a scheduled basis To be proactive in creating processes and improving/streamline the existing ones Support the operation in different tasks when required Requirements Native level of French Ability to speak and write English fluently and idiomatically. BA/BS degree or equivalent practical experience. Experience in Customer Support Operations Strong interest in delivering training in a classroom setting. Critical-thinker and problem-solver Strong influencer that can act on management level and influence internal stakeholders that can drive change at the string pace needed Strong interpersonal, communication and public speaking skills Good time management and multitasking skills Desirable experience in training Desirable project management skills. Benefits Full-time contract (39 hours/week), from Monday to Sunday (from 08.00 to 17.00) Permanent Contract Referral Program: Bring a Friend and get a Referral fee (up to 2.000€ depending on the language/project) Train the trainer period Employment with the world's largest provider of contact center services Excellent work environment, great colleagues, social arrangements and personal development