Training

• Evaluate training needs based on a checklist for new and refresher training.
• Evaluate training needs based on input from the TL & Mgr BL Travel
• Design and adapt training programs in close collaboration with customers and the specialist department.
• Create training materials and learning documents.
• Send training invitations and provide necessary infrastructure (Teams rooms, room reservations, etc.).
• Procure training materials.
• Participate in Train-the-Trainer sessions with internal and external stakeholders.
• Conduct in-person and virtual training sessions, as well as create asynchronous online training.

Coaching

• Organize, follow up and document different types of coaching: Call monitoring, Side by Side, Process confirmation, Sit-ins 
• Analyse of need for individual coaching, in cooperation with Team Leads/Mgr BL

Other Activities

• Manage communication to the agents, manage in-season communication & events
• Create communications for changes (process, tools, …)
• Conducts occasionally case analysis for quality investigation (NPS, Fraud,…)
• Continuous improvement approach on the training and coaching based on the inter-unit cooperation

• Completed commercial training or comparable qualification
• Ideally 2-3 years of professional experience in the insurance industry
• Very good German and English skills
• Customer focus: Ability to recognize and respond to customer needs
• Communication skills: Excellent oral and written communication skills
• Coaching skills: Experience in guiding and supporting team members
• Service orientation: High level of service and commitment to customer satisfaction
• Team spirit: Ability to work effectively in a team and contribute to team dynamics
• Empathy and caring: The ability to understand and care about the needs of others
• Conflict management skills: The ability to resolve conflicts constructively
• Decision-making skills: The ability to make clear and well-founded decisions
• Software skills: Proficient in using various software applications and Office 365

• We offer a flexible home office concept – so you are part of the office even when you are out of the office and you will receive equipment for your home office
• Maternity leave management, paternity leave, part-time work for parents and support for family caregivers: balancing work and family life is very important to us
• We have a great company restaurant
• We take care of you: our company doctor is also available to help you in case of need
• Our location is very easy to reach: in the middle of the 22nd district (we offer a lockable bicycle storage room). Happy children, happy parents? Our company kindergarten in Vienna (22nd district) makes sure of that
• We invest in your training and further education – from professional and personal development seminars to professional talent management