CS Training Supervisor Cluj-Napoca

CS Training Supervisor
Cluj-Napoca
Cluj-Napoca, Cluj County, Romania

CS Training Supervisor

As a CS Training Supervisor, you will be the lead of trainers, and responsible for deploying new knowledge and upholding learning that will drive continuous improvement in the Customer Service Department.  

You will:

• Lead the Trainers as the team leader.
• Collaborate with stakeholders to identify the training/improvement needs and preferences of agents and customers, and align the knowledge base with the company strategy and objectives.
• Assess the training quality of the trainerso make sure it meet the learning objective and goals. Ensure target results will be achieved and provide training or coaching to trainers or agents directly, as necessary.
• Implement and test the knowledge base system, ensuring its functionality, usability, security, and accessibility and analyze the learning data reports to improve the learning programs.
• Work closely with the CS Process Specialist on designing the knowledge base and structure the information in a way that is suitable for agents during their Agent Journey.
• Create and deploy a testing system that will keep track of the knowledge level of agents during their Agent Journey, and monitor the results.
• Monitor and evaluate the performance and impact of the knowledge base on customer satisfaction, agent productivity, and business goals.

 We Offer:

• Naturally, you will receive a salary that matches your work experience 

• Meal tickets 

• Private medical subscription 

• 20% discount on all vida
  XL products 

• Vacation vouchers 

• Discount on ESX Subscription 

• Massage at the office 

• Opportunities to develop yourself 

• 23 vacation days per year 

We ask:

• At least 2 years experience as a Team Lead or a similar role;
• At least 1 year experience as a CS Trainer or a similar role;
• Advanced English language skills (both written and oral).
• Training of Trainers (TOT) Course and BPO management experience is a plus;
• Identify opportunities to deliver clear, motivating, and
  - organized training sessions; provide constructive feedback and encourage continuous development in trainees.

Why vida
XL

vida
XL is a major player in the
- growing world of
- commerce. Since our foundation in 2006, we've expanded our global reach, serving millions of customers with a vast selection of products for every aspect of their lives. Our bold and
-
- earth approach sets us apart. We embrace challenges, take chances, and try new things every day, all with the goal of providing the best possible experience for our customers.

We believe in our people, and we love to invest in their personal growth. We offer the freedom to seize opportunities, thrive, and grow alongside a global
- commerce leader.

Join us to grow
XL!

?  

Want to join us?  

We look forward to your application! For more information, contact our Talent Advisor:? Bianca Buzoianu/ b. buzoianu@vidaxl.com

?  

? An assessment will be part of our recruitment process 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.