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Operations Trainer

Localização: Lisbon

Regional Description: Portugal

Número da Vaga: 00558802

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- Descrição

Principle Responsibilities


As Trainer you are responsible for:

  • Ownership of training strategy and requirements
  • Analysing training needs, identify training gap
  • Develop, plan, direct, and deliver training and development programs
  • Provide customised training and coaching in accordance with the client needs
  • Create and update training content and training plans
  • Training & development of soft skills
  • Provide guidance and support to trainees and /or internal team as appropriate
  • Regularly review and evaluate training to ensure quality training and continuous improvement (e.g. using feedback tools such as Instructor Critiques, Participant Feedback forms etc.)
  • Maintain relevant assessment documentation and records
  • Demonstrate excellent teamwork
  • Contribute to service quality and value-add initiatives as required

Basic Qualifications

  • 1+ years of work experience working within a QA capacity
  • 2+ years of professional experience in training delivery
  • 2+ years customer service-related work experience
  • 2+ years of Service Desk Operations experience
  • Fluent in English and 1 or 2 of the following languages ES/ PT/ FR/ RU/ IT/ DE/ PL/ TR/ AR
  • Excellent course preparation and delivery skills
  • Excellent communication skills (verbal and written)
  • Strong delivery and presentation skills
  • Good interpersonal, networking and collaboration skills
  • Flexible and adaptable to deliver customer requirements
  • Excellent time management and organization skills
  • Team work
  • Experience in digital marketing/technology an advantage
  • Positive attitude and flexibility
  • Sense of responsibility, initiative and high quality work standards
  • Ability to work with short ramp up time


Preferred Qualifications

  • Ability to identify operational opportunities for improvement
  • Excellent communication and interpersonal skills
  • Strong organizational and administrative skills
  • Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
  • Use appropriate mannerisms/ behaviour when interacting with client groups and/or end-users
  • Communicate comfortably with Accenture management or client points of contact
  • Escalate conflicts in a timely manner to appropriate personnel
  • Mentor and coach others
  • Participate and lead in analysing operational opportunities for improvement and present findings and recommendations to the appropriate teams for action
  • Identify barriers to effective teamwork
  • Be open and flexible to new ideas that may alter team goals

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