- Postes vacants:
- 1 poste ouvert
- Type d'emploi désiré :
- CDI
- Experience :
- 5 à 10 ans
- Niveau d'étude :
- DESS, DEA, Master, Bac + 5, Grandes Ecoles
- Rémunération proposée :
- Plus 3000 DT
- Langue :
- Français, Anglais, Allemand, Italien
- Genre :
- Indifférent
Description de l'emploi
O TalenT® the recruitment & talent management experts, is seeking the next outsanding talent of
Learning & Quality Manager (W/M)
Within the management team of our partner one of the leading global customer experience companies in the World,
The Learning and Quality Manager is in charge of guaranteeing and boosting the quality of the services of his/her area of responsibility, planning and executing the measurement of quality, with the design and coordination of product training plans and improvement of platform quality, acting as a trainer of instructors, supervising and verifying the success of the training provided by its collaborators, or by him/her, where appropriate, guaranteeing the obtainment and improvement of the quality standards established and the training required for the employees earmarked to the training included within his/her area of responsibility, following the procedures established at the Company.
What will you do ?
Drives Culture and Build Engagement (25%)
Leads the design, development, and implementation of the Talent Development Strategy for eCommerce sand Consumer Affairs Call Centers(75%)
Which means you will perform the following tasks:
– Guarantee the implementation of the quality improvements.
– Manage and report on the quality shortcomings detected in the services.
– Monitoring of the different training courses.
– Define and design action plans to improve quality.
Core competency
– Communicating ideas and information on time, effectively and clearly.
– Taking ownership of the achievement of his/her objectives or goals.
– Acting appropriately by expedient adaptation to changing environments.
– Set targets accepted by his/her collaborators.
– Building positive working relationships to facilitate the accomplishment of Transcom’s objectives.
– Using appropriate methods and a flexible interpersonal style to develop his/her team.
– Remain motivated and keep a positive attitude under pressure; objectivity and self-control.
Exigences de l'emploi
Who are you and what you can do ?
This is a management role that requires specific knowledge skills & abilities !
- Strong facilitation skills; proven ability to lead team workshops and facilitate a class
- Strong project, process management and analytical skills a must
- Excellent verbal and written communication skills; ability to write company communication and curriculum
- Demonstrates strong critical thinking and analytical skills to diagnose and propose solutions
- Able to work independently, self-motivated, takes initiative and has ability to handle multiple projects/tasks at a time
- Ability to multi-task and prioritize deliverables
- Must have excellent Excel, Word and Power Point skills, including report formatting and presentation
- Strong presentation writing (powerpoint skills) are essential to support success
- Must be a self-starter and fast learner with the ability to work equally well independently and as part of a team
- Own open issues and works closely with escalation partners to identify, document and monitor any and all exceptions
- Improve or recommend new processes as needed
- Ability to collaborate cross functionally within call center business and with vendor partners
- Bachelors’ degree required; concentration in Organizational Development preferred
- 3-5 years’ experience in a management capacity, 2-3 years in a stand-up training and quality environment
- Experience in an eCommerce call center, customer service center or retail business with customer service focus a plus
- Previous experience in designing and developing training and communication materials
- Must have above average communication, problem solving and analytic skills
- Ability to drive change and influence individuals at all levels of the organization
- Must work proactively, take appropriate risks and deliver on goals and deliverables
If you are looking for a challenging, self skills & people skills development, knowledge sharing and human centric job opportunity suitable for someone very passionate about lerning , development of skills & quality enhancement.
Date d'expiration
13/05/2020