NATIONAL PEN recrutement – Contact Center Coach – Tunis

Report to: Training manager

Location: Tunis

Overview of Role:

The successful candidate will be responsible for identifying coaching needs, defining and agreeing requirements with key stakeholders, developing materials and managing their delivery through to implementation.  You will work closely with contact center management to analyze the coaching needs of our staff and develop appropriate coaching plans at department team, and agent level.

The coaching will cover multiple aspects of technical systems and process compliance, as well as soft skills to enable appropriate conduct and style. This is an exciting opportunity to work in a multi-national environment.

What you will do:

• Create user-friendly coaching documentation, process maps, manuals, classroom activities and presentations
• Deliver coaching programs with leading-edge learning and development techniques while creating a fun, productive learning environment
• Compile and maintain Coaching Needs Analysis and action plans with Human Resources and other parties
• Implement appropriate coaching evaluation tools to ensure continuous improvement
• Provide constructive feedback on issues identified through coaching 

What we need from you:

• To succeed in this role you will need to be a highly driven and adaptable individual with great interpersonal skills, cross-cultural respect and the ability to solve problems creatively.
• Minimum 2 years Training experience is required
• Strong administrative and organizational skills are also essential.
• Experience of sales coaching & customer service personnel in systems, processes and soft skills is a plus
• Experience of creating and delivering coaching materials is a plus
• Experience in a sales / customer care environment essential
• English language skills to business standard is required
• German language is an advantage

About National Pen

National Pen’s personalized promotional products are created for and inspired by small businesses. With more than 50 years of experience and serving 23 countries worldwide, National Pen provides personalized marketing solutions that help businesses connect with their customers through a personal brand experience. National Pen offers a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories, and operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.

National Pen is a Cimpress brand (Nasdaq: CMPR).