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JOB DETAILS
 

We are looking for a talented & enthusiastic Customer Service Learning & Quality Managerto take responsibility for leading the London Learning & Quality team alongside with our current L&Q Manager. Reporting to the Regional Learning & Quality manager with a dotted line to the local Site leader. You will be responsible for balancing the local L&Q needs with the EMEA & Global CS L&Q strategy. Ensuring a highly engaged & motivated team that is flexible & willing to adapt to the continuous changes within the business.

This role works primarilylocally,but is able to flex to keep standards consistent with their colleagues atother sites & worldwide. You will work closely with your local & regional Change Management teams to ensure that the people elements of change areembeddedin our ways of working, & satisfy the needs of a continuous learning environment.

We are looking for a self- motivated, energetic & enthusiastic Learning & Development leader with a passion for customer service. You have a proven ability to lead a team of learning & quality experts who are able to identify learning needs or performance opportunities, work in collaboration with a management team to build towards concrete performance objectives, as well as train & coach other.

B.Responsible

  • Drive CS site performance: Partner & consult with the site operational leadership team to conduct a quantitative & qualitative analysis (holistically) of site & regional performance. Be accountable for creating & driving appropriate action plans with key stakeholders
  • Quality solutions or plans to improve performance & close learning or knowledge gaps: Look holistically at the site KPI/indicators & understand the value-add T&Q (root-cause, deep-dive, partnering withkeyleadership team & support staff) could have (regionally or globally)
  • Manage Learning & Quality team Members: Attend quarterly calibrations with regional L&Q Managers, local HRBPs, Regional L&Q Manager to review team performance. Apply the Performance framework & own calibration forteam- Chair these sessions & ensure all are being scored according to the guidelines
  • Develop Learning & Quality team Members: Observation team members performance, provide feedback & coach individuals to grow & develop, succession planning, development opportunities, coaching, feedback
  • Drive execution of Quality Operating Model & Standards: Responsible for strategy & calibration indicators (Attendance & Accuracy)
  • Performance of agents for the first 90 days: Provide Recruitment feedback on New Hire. Accountability towards New Hire development during New Hire cycle
  • Training Planning: Assign resources to the training duties onsite, ensure its being managed properly & work with WFM & Facilities for appropriate resource requirements

B.Skilled

  • 3-5 years relevant experience in a Team Manager position within an inbound contact center
  • Excellent written & spoken English communication skills
  • Good understanding of adult learning principles, styles & oflearning models & learning cycles (ADDIE, Agile Learning,Learner Centered, etc.)
  • Proven experience in improving performance through a Quality Management Tool,and / orexperience working with callcentrequality programs
  • Good understanding of the Customer Service business at Booking.com or similar environment
  • Customer Service outcome oriented
  • Experienceofdata analysis
  • Experience of root causeproblem solving,change management andproject management methodologies
  • Experienceoffacilitating a quality calibration process
  • Excellent interpersonal skills & organisationalskills & meticulous attention to detail
  • Ability to work cooperatively with people of diverse backgrounds regardless of personal differences
  • Change ambassador, with the ability to drive change by owning themeasuring of the adoption of change, showing flexibility & adapting to the dynamic Customer Service environment
  • Ability to own your own development & with a growth mind-set
  • Ability to conduct deep dives as part of overall root cause problem solving,analyseand createreporton outcomes
  • Ability to use the Learning Management System for basic learning activities e.g. ability to pull andanalysereports, upload content, create learning course
  • Available full time & flexible in both schedule & tasks based on local needs

Closing Date: 9th May 17.00pm

 
 
 
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