Description
Trainer With Dutch - Rotterdam with European Travel
Square One Resources require an experienced Training Manager with Dutch.
Pre-requisite skills:
The individual will have a minimum of 5 years' current and continuous experience in a training environment;
Previous experience creating scenario based training and creating training that incorporates CRM/ticketing tool, telephony, and other components common to a service/call center environment
Fluent English required Dutch language
Experience in building/training customer service B2B capabilities for a new outsourced department Customer service training delivery experience that has a duration of 6 weeks or more (system training experience is not sufficent Building/training capabilities in people; coaching on the job and supporting people on the ground
Experience in writing complex training curriculums
Experience in writing training material for complex business processes
Experience in writing complex assessments
Ability to learn quickly eg obtain understanding of how the Siebel solution has been designed and how the CSD design principles apply
Ability to facilitate training sessions as well as train the trainer sessions;
Ability to learn new technology quickly;
Must have delivered in a customer services environment, ideally B2B;
Worked on a transformational programme, involving designing and delivering training for complex processes and system changes;
Instructional design experience, involving complex processes for multiple roles and transformational change for curriculums over 6 weeks per role;
Training delivery experience lasting at least 6 weeks per role on processes and systems;
Delivered training involving multiple cultures;
Must be a self-starter able to work in a high energy/fast paced environment.
Duties and Responsibilities
To write and deliver training material.
To help establish the training environment.
To coach super-users and trainers in the uptake of the training material.
To assist with the delivery mechanisms and help localise' the training material whilst ensuring that the ways of working are not compromised.
To help manage the training timetable in support of go-live'.
To objectively assess delegates, develop and deliver coaching plans where required,
Desirable skills:
Knowledge of CRM systems, ideally Siebel;
Previous experience creating training that incorporates CR/ticketing tool, te
Experience in training Service Centre Technologies (eg telephony, CQM, etc).
The Project start date beginning- mid April and end date December 30th 2012 (possible extension until April 2013)
The Work location is Rotterdam, Antwerp, Budapest full time (8-10 weeks from Monday -Friday)
Notwithstanding any guidelines given to years of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.
Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally: Please see our website for our full diversity statement.