Employee Success Coach

DSK Bank is part of OTP Group – one of the leading banking groups in Central and Eastern Europe.

Our amazing company is following an ambitious journey, which requires bright and motivated people to build its successful future. This position is a fantastic opportunity for a professional to create value and develop within one of the largest banks in Bulgaria.

The specific position, which we are looking for is: Employee Success Coach

Key responsibilities:

• Design, develop, and deliver engaging training programs tailored to the needs of contact center agents at various skill levels.
• Facilitate interactive training sessions focusing on customer service skills, product knowledge, operational systems, and soft skills.
• Analyze performance data and training feedback to continuously improve program effectiveness.
• Collaborate with direct managers to identify skill gaps and develop targeted training interventions.
• Maintain up-to-date knowledge of contact center technologies including CRM, telephony, and ticketing systems to incorporate into training.
• Provide coaching and constructive feedback to agents to support their professional growth and performance improvement.
• Troubleshoot technical issues during training sessions and support agents with technology-related queries.
• Monitor and report on training attendance, completion rates, and outcomes to management.
• Develop, document, and optimize training processes and workflows to improve efficiency and learner engagement.

Ideal candidate:

• Deep understanding of contact center operations, customer service KPIs, and quality assurance standards.
• Ability to develop and tailor training materials for diverse learner groups.
• Strong coaching and mentoring capabilities.
• Advanced knowledge of contact center software including CRM, telephony, and ticketing platforms.
• Strong data analysis skills using Excel, dashboards, and reporting tools to measure training effectiveness.
• Has a minimum of 3 years of experience as a trainer, preferably within a contact center or customer service environment.
• Proficient with Learning Management Systems (LMS).
• Results-oriented with a focus on measurable improvement.

What we offer to you:

• Excellent opportunities for professional and career development in one of Bulgaria’s leading banks;
• Food vouchers in the amount of 200 BGN per month;
• 20 + 5 paid holiday leave;
• Additional Health Insurance;
• Favorable conditions for housing and mortgage lending, as well as for bank products and services;
• Preferences for bank products and services;
• Annual bonus scheme depending on the achieved results;
• Preferential conditions for Multisport / CoolFit card;
• Great location – in the heart of Sofia’s city center;
• Discounts in various companies;
• Internal academies;
• Refer a Friend Bonus.
• Full-time/ part-time opportunity

If the position corresponds to your professional interests and skills, you can apply by sending a detailed CV and cover letter