Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.
Job description:
We are looking for you, a Training Specialist that would enhance the competencies of individual employees, by conducting training and onboarding programs as well as supporting agents on daily basis with non-standard challenges.
If you are a person that likes to motivate others, boost their performance in alliance with company’s core values, join our Customer Operations Coach Team!
Our Team supports professional’s development in one of the biggest department Customer Operations, amongst fifteen markets and twelfth languages!
In this team, you will be responsible mostly for performing training needs assessments, designing and delivering curriculum and learning materials as well as ‘on the floor’ live coaching to provide best -in-market customer experience.
Moreover, you would:
-Organize 'off the floor' coaching sessions and workshops focused on addressing agreed improvement areas
-Be responsible for customer interactions quarterly assessment cycle, identifying trends in agents performance and gaps in skills &knowledge needed to be addressed
-Deliver training derived from Global (Customer Operations priorities), and local- operational needs.
-Liaise and feedback Team Leaders with regards to Agent`s skills and knowledge level in order to support solid performance assessment, contribute to development and allow delivery of world class customer experience
-Maintain and update local training materials, work instructions, standard operating procedures.
-Act as custodian of the excellence soft skills in Customer Service program, being responsible for training delivery and embedding the principles in the Agent`s coaching cycle
-Facilitate onboarding and functional training of new operational staff
-Provide input and learning to Customer Operations CI, Customer Operations Excellence teams in order to drive improvement initiatives focused on customer experience, operational performance and internal process efficiency
Requirements:
-Very good training facilitation skills
-Practical skill in coaching, motivating and persuading techniques
-Sound understanding of customer needs and challenges
-Continuous improvement/automation mindset
-Strong collaborative and relationship building skills
-Interpersonal skills: communicativeness, openness for receiving and providing feedback, willingness to work with people
-Personal leadership skills in promoting customer focus and teamwork spirit
-Very good English and fluent French
-Working knowledge of MS Office, especially MS Excel and Power Point
Number of Vacancies:
- Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
- Unique opportunity to fulfill your potential with personal and professional development programs
- Work in a smart and motivated team within a supportive and inclusive culture with strong values
- Attractive salary and bonuses
- Complex medical care and individual life insurance
- Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
- Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
- Opportunity to participate in social and community projects
Finance & Accounting
English, French
