Trainer

Trainer
Lisboa
Lisboa, Lisboa, Portugal

We are HCLTech, one of the
- growing large tech companies in the world and home to 222, 000+ people across 60 countries, supercharging progress through
- leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

Role Overview

We are looking for a dynamic and engaging Trainer for a Med
Tech project. The role involves delivering process, product, and system training to new and existing agents, ensuring they are equipped with the necessary knowledge and skills to meet performance and quality expectations. The trainer will also be responsible for assessing training needs, creating training content, and partnering with operations and quality teams to drive continuous improvement.

Your Role & Responsibilities

• Conduct new hire training on processes, tools (e. g. , Genesys, SAP), and
  - specific systems.
• Facilitate refresher sessions and upskilling programs based on performance gaps or new updates.
• Collaborate with Operations, Quality, and Workforce teams to identify training needs and performance improvement areas.
• Develop and maintain training materials, SOPs, assessments, and
  - learning content in alignment with process updates.
• Conduct knowledge checks, evaluations, and certification assessments
  - training to ensure readiness for production.
• Monitor learning effectiveness through feedback, audits, and performance analysis post
  - live.
• Maintain accurate training records, attendance, and evaluation data.
• Support process migrations, change management, and new tool rollouts through effective knowledge transfer sessions.
• Partner with client training and enabling teams to align training standards and methodology.

Qualifications & Experience

Minimum Requirements

• Graduate in any discipline (preferably in Business, Communications, or related field).

Required Work Experience

• Minimum 4–5 years of experience in a contact center environment, with at least 3 years in a training role.
• Experience with ERP / CRM tools preferred.
• Exposure to European clients or global process transitions is an added advantage.

Required Language Thresholds:

• English – Fluent (mandatory)
• One of the following – Native/Fluent (mandatory): French, Spanish, German

Required Skills &Competencies

• Excellent communication and presentation skills.
• Strong understanding of Contact Centre operations, SLAs, and performance metrics (AHT, CSAT, FCR, Abandon %, etc. ).
• Ability to simplify complex processes and engage diverse learner groups.
• Skilled in MS Office (Power
  Point, Excel, Word); knowledge of LMS platforms is an advantage.
• Strong analytical skills for assessing training effectiveness and recommending improvements.
• Positive attitude with a passion for coaching, mentoring, and employee development.

Why Us

• Permanent contract
• Competitive salary
• Private health and life insurance from day one in the company
• Meal allowance on card/voucher

Equality & Opportunity for All

As a company with employees representing 161 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

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