Trainer – Bilingual (English & French)

Job description

IO Solutions is seeking a bilingual (English and French) trainer for its Training department. We are currently hiring trainers for our Casablanca office and our Rabat office. As a trainer, you will be responsible for training new employees on company and client procedures, policies, and systems, while ensuring that agents meet our client’s quality standards.

WHAT WE OFFER

• A real opportunity to build a rewarding career through our Advancement Program
• A dynamic and welcoming work environment
• Job stability

Responsibilities

• Prepare the tools and documents required for training
• Record and ensure the updating of the attendance sheet of employees in training
• Transmit your knowledge and teach the training using the tools at your disposal
• Supervise agents on a daily basis so that they achieve the expected results in terms of both results and quality
• Implement precise and personalized coaching plans and set goals for the agents
• Ensure that client expectations for quality and results are met and exceeded.
• Implement team building and morale initiatives for agents
• Develop and maintain team cohesion
• Effectively develop agent skills, especially in the areas of call management, quality, information gathering, absenteeism and improving work behaviors
• Assess training needs and provide training to agents
• Follow up with agents
• Listen to live and recorded calls and ensure quality
• Properly complete all reports and file them
• Handle supervisory calls with professionalism
• Convey various messages from management
• Promote the various games and contests set up

Qualifications

• Excellent communication skills in English and French
• Good communication skills in front of an audience and good interpersonal skills
• Solid experience in a call center environment, customer service issues
• Punctual, flexible, dynamic and responsible
• Autonomous, dynamic and good teaching skills
• Knowledge of computer tools, including the Office suite (Word, Excel, PowerPoint, Outlook)

Benefits