Knowledge and Training Manager Customer Care Management | posizione internazionale - sede lavoro Valdengo (BI)

Join 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!

Posizione:

Your task

You'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.

Your Contribution

You 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.

Your Environment

Customer Care Management is an international matrix organization in which you will work together with colleagues from France, Germany, Italy and Poland.

Your Freedom

If 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

Requisiti:

Your Education

You have successfully completed a study or an apprenticeship with a commercial focus focus.

Your Experience

Your experience ideally includes a deep understanding of processes related to knowledge & training management and familiarity with various training methodologies and knowledge management tools. You will also be experienced in using common process management and optimization methods. This expertise will be crucial in transforming local standards into a scalable, international approach and in identifying and evaluating innovative solutions to enhance training effectiveness and knowledge accessibility

Your skills

Your skills include strategic & holistic thinking ability, enabling you to develop and implement a comprehensive international Training & Knowledge Management framework. You possess project management skills to ensure successful execution and delivery of key initiatives. An entrepreneurial mindset, combined with a focus on solution-oriented approaches, will enable you to drive strategic optimization measures and integrate innovations effectively. You also demonstrate strong customer & user focus, and possess English language skills at B2 level.

Your soft skills

You are well experienced and enjoy working in an intercultural team setup. You thrive to work in a high-paced, sometimes stressful, and changing environment. And you have a strong customer focus.

And: Are you interested in becoming part of an open, tolerant, and diverse corporate culture and making your own contribution to it? Everyone is welcome here! Let us know what you need to reach your full potential with us.

Altre informazioni:

INFO UTILI PER CANDIDATI RESIDENTI IN ITALIA :

Sede di lavoro: Via Adua 33, Valdengo (Biella) [ NB: non servita da mezzi pubblici – è necessaria l’auto]

Ibrido: ibrida (da valutare rientri settimanali 2/3 o mensili in base a distanza km- no 100% full remote)

Orario: full-time 40h settimanali (lunedì-venerdì)

Contratto: tempo indeterminato full-time | CCNL Commercio 2° livello

RAL minima: 31.3 K

CV + FORM DA COMPILARE IN INGLESE

Responsabile per questa selezion internazionale: Ihor Kalimbet ( Visualizzare la mail su zinrec.intervieweb.it )

Benefit: bonpRist - Ristorante interno aziendale (tariffa agevolata)