Trainer for Customer Support and Phone Teams

Company Background

Slice was founded by Ilir Sela with a vision to provide local pizzerias the benefits typically enjoyed by major franchises, without sacrificing their independence. Starting with his family’s pizzerias, the company now supports tens of thousands of restaurants with innovative technology, essential services, and collective strength to better serve customers who prefer digital solutions and to develop sustainable businesses. As Slice continues to grow, new talent is being recruited to help fulfill this mission.

Job Purpose and Challenge

The Trainer for the Customer Support and Phone teams is tasked with onboarding, skill development, and empowerment of team members. The role includes designing impactful and engaging training sessions that enhance employees' capabilities, understanding of their responsibilities, and familiarity with company policies and procedures. Primary focus areas include accelerating new employee onboarding and improving language, technical, and business skills across the team.

Key Responsibilities

• Develop and implement training programs for new employees in customer support and phone teams.
• Create and maintain comprehensive training manuals and documentation.
• Identify improvement areas through data-driven assessments and adjust training content accordingly.
• Deliver existing and new job-related training to fully equip employees with knowledge of current processes and procedural changes.
• Collaborate with team leads, managers, and directors to establish and execute onboarding and continuous training strategies.
• Coach team members in improving verbal and written communication skills to enhance customer service quality.
• Analyze survey results and quality assurance metrics to evaluate training effectiveness and make improvements.

Candidate Profile and Qualifications

• Fluent English communication skills, both verbal and written.
• Minimum of three years’ experience in coaching or training within a high-paced contact center.
• Proficiency in presenting training sessions both in-person and virtually, capable of engaging learners over short or extended sessions.
• Ability to design tests for assessing knowledge and analyze training data to inform decisions.
• Willingness and ability to travel to all Customer Support offices and BPO locations in North Macedonia, with necessary travel documents.
• Leadership experience within customer support or phone teams is an advantage.
• Strong leadership qualities including coaching, developing, and motivating team members.
• Effective collaboration skills with supervisors and peers.
• Excellent time management with the capacity to prioritize, multitask, and respond to diverse requests.
• A positive and approachable attitude in everyday work.

Additional Benefits

• Engagement in fun and informal company activities including ping pong tournaments, pizza Fridays, and summer parties.
• Access to wellbeing and continuous learning and development programs.

Recruitment Process

• Initial application submission.
• 30-minute introductory call with a recruiter.
• Two peer interviews, each lasting 30 minutes.
• Final interview.
• Job offer upon completion of all steps.

Equal Opportunity and Privacy

Slice values diversity and inclusion, ensuring a non-discriminatory recruitment environment. Personal data collected during the application process is securely stored and managed. Candidates providing consent may have their data retained up to one year for employment consideration purposes, with rights to withdraw that consent at any time.