Job Title: Native Italian-Speaking Call Center Trainer – Lisbon (Onsite/Hybrid)
Location: Lisbon, Portugal
Employment Type: Full-time
Work Model: Onsite & Hybrid (flexible after training period)
About the Role:
We are looking for a Native Italian-Speaking Call Center Trainer to join our dynamic team in Lisbon. In this role, you will be responsible for designing, developing, and delivering training programs that ensure our call center agents are well-equipped to provide exceptional customer service to our Italian-speaking clients.
You will play a key role in enhancing agent performance, driving customer satisfaction, and helping the team reach their highest potential through impactful learning and development initiatives.
Key Responsibilities:
* Design, develop, and deliver training programs tailored for Italian-speaking call center agents
* Conduct onboarding training for new hires, ensuring they are prepared for the role and company standards
* Provide ongoing training sessions to existing agents, focusing on skill development, product knowledge, and soft skills
* Evaluate training effectiveness and make improvements based on feedback and performance metrics
* Create training materials, manuals, and guides that align with company policies and best practices
* Monitor agents' performance and provide coaching to improve customer service quality
* Collaborate with team leaders and supervisors to identify training needs and deliver targeted solutions
* Keep up to date with product/service changes and incorporate these into training materials
* Maintain accurate records of training sessions, progress, and feedback
* Foster a positive and collaborative learning environment
What We're Looking For:
* Native Italian speaker (C2 level) – both spoken and written
* Proficiency in English (B2 or higher)
* Previous experience in a call center environment, preferably in training or coaching roles
* Strong understanding of customer service principles and call center operations
* Excellent communication and presentation skills
* Ability to design and deliver engaging training content
* Motivated, with a passion for helping others develop their skills
* Strong organizational and time-management skills
* Familiarity with training tools, platforms, and learning management systems (LMS)
* EU work authorization or valid visa to work in Portugal
What We Offer:
* Competitive salary and performance-based incentives
* Flexible hybrid working model after the initial training period
* Private health insurance
* Career growth opportunities and continuous learning
* A diverse and multicultural working environment
* Modern office located in the center of Lisbon with easy access to public transport
* Team-building events, wellness activities, and employee perks
Working Hours:
* Full-time: 40 hours/week
* Monday to Friday (with occasional flexibility depending on project needs)