Customer Service & Operations Analyst supporting contact centres. Identifying performance gaps and enhancing customer service processes while developing analytical skills.
About the role
- Customer Service Trainer improving onboarding and training programs at Paysafe. Collaborating with Operations to enhance learning culture and effectiveness.
Responsibilities
- Support onboarding of new technologies and vendors, ensuring smooth integration into existing processes
- Collaborate proactively with Operations teams (Mentors, Quality, Service Improvement, Team Leaders, etc.) to improve training and performance outcomes
- Deliver, maintain, and continuously improve onboarding and training programs, including tailored cross-functional learning initiatives
- Provide ongoing coaching, mentoring, feedback, and post-training support to trainees and operational teams to build a strong learning culture
- Monitor training progress, evaluate effectiveness, and report results to management while meeting company performance targets
- Maintain and update internal training resources and introduce effective tools, methods, and best practices to enhance learning engagement
- Identify improvement opportunities, escalate issues where needed, and contribute to continuous operational and training optimization
Requirements
- Bachelor's degree in education or a related field is preferred
- Certification from talent and training associations a plus
- Previous experience as a trainer, corporate training specialist, or a related position would be considered an advantage
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
- Experience with technologies and best practices for instructional manuals and teaching platforms
- Strict adherence to company philosophy/mission statement/sales goals
- Good interpersonal skills and communication with all levels of management
- Organized and able to create multiple timelines, budgets, and schedules
- Able to multitask, prioritize, and manage time efficiently
- Excellent verbal and written communication skills
- Able to analyze problems and strategize for better solutions
Benefits
- Health insurance
- Professional development
- Paid time off
- Flexible working hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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