Knowledge and Training Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8b6b2n

Your Job
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.
Your Qualifications
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 soluti

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8b6b2n