Contact Center Trainer

Date: Oct 31, 2024- Company:
- Location: Melbourne, AU, 03072Ingenico is the global leader in payment acceptance and services. We support our customers, and their customers to do more with payments. Active in 37 countries, with over 3,500 employees we have been at the forefront of the commerce landscape for over four decades. With more than 40 million payment devices deployed worldwide, powered by over 2,500 apps, the company is servicing the needs of millions of consumers everyday. Through our advanced integrated solutions and network of partnerships, we simplify the world of payments and bring value added services to move commerce forward.

We have an exciting opportunity to join our team. You will be part of a dynamic and innovative culture where new ideas are encouraged, and collaboration is key.
- The Contact Centre Trainer plays crucial role in training and upskilling Contact Centre team with the required hard and soft skills to deliver the best Customer Experience to Ingenico's clients. Trainer is also responsible to keep Contact Centre Knowledge base up to date.
- Permanent, based in Melbourne

This position emphasizes training, development, and ongoing support for contact centre agents, ensuring they deliver exceptional customer service.

**Areas of Responsibility**:

- Design and create training materials for contact centre agents, focusing on both soft and hard skills.
- Conduct engaging training sessions (on-the-job, online, or classroom) for new and existing agents covering software, policies, and customer service techniques.
- Ensure training materials reflect the latest company procedures and client requirements.
- Develop and maintain clear documentation (articles, FAQs, guides) to support agents.
- Work with technical, quality assurance, and operations teams to identify knowledge gaps and tailor training accordingly.
- Provide ongoing support and feedback, particularly for complex technical issues.
- Assess trainee performance through various methods and provide constructive feedback.
- Track knowledge base performance and report on usage trends for improvements.

**What we are looking for**:

- Competencies in Training delivery, coaching, knowledge of contact centre operations.
- Adaptability, analytical, strong communication, presentation and excellent interpersonal skills.
- Proven trainer experience, strong customer service knowledge, familiarity with contact centre software (e.g., AWS, Salesforce).
- Adaptability and a mindset for continuous improvement.
- Strong communication and presentation skills.
- Preferred Bachelor's degree in Business, Education, Human Resources, or related field.
- Minimum 3 years of training experience, ideally in a contact centre.
- Relevant training certifications are a plus.

**We offer**:

- Hybrid working
- Corporate discounts & recognition
- Birthday leave
- Paid primary caregiver parental leave (including fertility leave, adoption leave, foster carer/guardian leave, & grandparent leave)
- Public holiday swapping
- Flu vaccinations
- Office fruit box
- Social club
- Employee Assistance Program
- Salary continuance and life insurance
- Learning & development opportunities

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

To learn more about what it's like working inside Ingenico, follow us on LinkedIn