Knowledge and Training Manager CCM | sede lavoro per Italia: Valdengo (BI)

ph3Your Job /h3 pJoin Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to implement an international Training Knowledge Management framework and drive innovation! /p h3Your task /h3 pYou’ll develop and implement an international Training Knowledge Management framework, covering governance, processes, and KPIs, adhering to quality standards. You will analyze performance data to optimize FCR and customer satisfaction through better agent performance and training. Transforming local standards into a scalable international approach is crucial, as is monitoring framework adherence and identifying improvement opportunities. Collaboration with various teams is key to align processes and requirements. You will also identify and assess innovative, AI‑driven solutions to improve training and knowledge accessibility. /p h3Your Contribution /h3 pYou will strategically shape international knowledge and training initiatives. Your role involves defining and improving a strategic framework and meeting KPIs. You’ll drive optimization, researching and integrating innovations. Ensuring effective oversight of knowledge and training activities will lead to better agent performance, customer satisfaction, and a more efficient global CCM organization. /p h3Your Environment /h3 pCustomer Care Management is an international matrix organization in which you will work together with colleagues from France, Germany, Italy and Poland. /p h3Your Freedom /h3 pIf you like flat hierarchies and an international environment, you’ve come to the right place. We are in the middle of a transformation process that you can help shape. /p /p #J-18808-Ljbffr