Mercedes-Benz Customer Assistance Center
22 uur geleden

Functie beschrijving

As a Trainer, you are part of the Global Contact Center Training Team within the Business Standards & Training Department.

The team is responsible for setting up training and training guidelines for Mercedes-Benz Contact Centers worldwide.

The training team is responsible for the development and delivery of the required qualification programs. This includes the monthly cycle of new starters as well as qualification of the existing staff.

The line business includes for example process- and system-trainings or communication- and product training. Besides this, we also tailor training solutions on demand.

You make a valuable contribution to the qualification program. In your role, this is to be achieved through successful development and delivery of trainings for the target groups.

In addition, you are the contact point for training related topics and helps in the consultancy for projects.

What are your tasks & responsibilities?

  • Follow up on the training request process by training format and the training request form
  • Training development transferring content into training
  • Delivery of training programs
  • Define learning objectives / training needs with performing training needs analysis
  • Keeping training material updated
  • Act as single point of contact for specific areas (ex. Country, Topic)
  • Support and work projects and ensure that projects are delivered on-time
  • Support in developing detailed project plans & schedules and contribute to the project status reporting
  • Manage changes in project scope and schedule in a structured and consistent way
  • Track project performance using appropriate systems, tools and techniques
  • Who are you?

  • Higher vocational education
  • Between 1-2 years minimum of recent experience in training and / or consultancy
  • Strong interpersonal skills
  • Fluent in corporate language English (need to have), ideally also a second (near) native language like German, Dutch, French, Spanish or Italian
  • Solid organizational skills incl. attention to detail and multi-tasking skills
  • Experienced & self-confident in presenting to different types of audiences
  • Good communication and facilitation skills
  • Independent actor as well as strong team player
  • Good knowledge of Microsoft Office
  • Enjoys working in a dynamic, multicultural environment
  • Positive attitude towards change
  • Stress resistant
  • Willingness to travel for work when required
  • We are moving in a direction with more digital solutions, so it will be an advantage if you have experience with development of e-learnings, videos etc.

    Currently we use programs like Storyline and Camtasia.

    Our new colleague will most probably be involved in Connected Mobility Services (CMS) training, so any kind of experience, which can support this, will be an advantage but it is not mandatory.

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