Training and quality specialist – Collections
For our client, an international financial group, we are looking for an experienced specialist in the area of soft skills training in call centers.
Training and quality specialist – Collections Independent position in small team within Operations department at HQ of the company – support of Collections. You will be responsible for trainings of communication and negotiation skills of call center operators in European and Asian countries. What will you do: - work in a small team (Collections manager, analyst) reporting directly to Operations manager - analyze and evaluate efficiency of collections call centers in several countries (Czech Republic, Russia, Bielarus, Kazachstan, Vietnam, China) - implement efficient quality management tools in call centers (calls monitoring, feedback, training etc.) - prepare draft of trainings for each country based on local needs, implement and develop training methodologies and particular trainings, - your aim will be to continuously improve communication skills of call centre operators to successfully recover debts from the clients - create and realize soft skills trainings – how to communicate with clients /debtors in early collections, recover debts in different phases of delay - train the trainers in the countries, especially in delivering feedback, motivating and training of operators - travel regularly We require: - secondary/university education - fluent English - fluent Russian – reading, writing, communication with native speakers - practical experience in training soft skills in call centres environment, ideally communication with debtors in collections - working experience in financial institution or call centre in other business (telco, energetics, outsourcing) - strong analytical skills - conceptual thinking, experience in designing soft skills trainings - knowledge of quality management tools in call centres - ability to desing incentive schemes - willingness to travel and work abroad We offer: - interesting, creative and independent job in education and development - possibility to grow professionally and build carreer in a strong financial group - support from experienced and competent manager and collegues - variety of trainings based on individual needs (languages, soft skills…) - attractive salary
Дополнительно:
- Новые решения IBM для cloud computing
- Tivoli Express
- Курс Основы IBM BladeCenter (XTR30RU)
- ЦОД для сибирских энергетиков на базе решений IBM
- Tivoli
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