15 set - Valdengo
Fine Foods & Pharmaceuticals N.T.M.
You want to contribute ideas, thinkaheadand make a real difference?You’llbe part of an international team that drives fashion and technology with passion – responsibly, creatively and always together. What defines us: the courage to try new paths, openness to different perspectives and a strong drive to make things happen. We work in a connected way and create real impact – for our customers and for a future-ready company.
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
Your task
You will 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. W
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