Customer Service Training Coordinator

2 settimane fa

Milano, Italia LUXOTTICA A tempo pieno

**JOB SCOPE AND MAIN RESPONSIBILITIES**:
The Customer Service Training Coordinator will be responsible for supporting the Customer Excellence team in defining, implementing, and improving over the time a sound approach for identifying key skills and knowledge for customer service staff, measuring, and addressing the gaps at individual and group levels, and ultimately driving improvement in all of the relevant KPIs (qualitative and quantitative performances, attrition, sales). This will include facilitating the required changes and best practices sharing at local and global (cross-region) levels.

**AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES**:

- Own the development of robust training and coaching processes and content to drive continuous improvement
- Supports the Customer Experience team in knowledge base governance as an integral part of training and quality improvement processes
- Liaise with Customer Service teams to learn and implement best practices and to drive customer experience and performance improvements.
- Liaise with the Projects and Processes and the E-commerce Team to ensure new policies and processes are successfully scoped and rolled out with measurable results against key metrics.
- Contribute to the development of reporting systems to monitor key metrics and get insights on improvement opportunities

**TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE**
- Successful track record leading Quality Assurance and Training Excellence activities, possibly in a Customer Service environment.
- Negotiation and influencing skills; able to listen to and persuade others based on sound logic.
- Goal-driven, target-orientated, able to step back and look at the bigger picture. Project Management experience preferred.
- Ability to deep-dive/analyze data and draw conclusions leading to improvement initiative recommendations and long-term strategy.
- Demonstrable proficiency in Microsoft Office including PowerPoint, Excel, and SharePoint.
- Experience with LMS and KM tools is preferred.
- Professional approach to working with colleagues at all levels, in distributed and local teams.
- Ability to communicate effectively across different channels with team members in the European and Global teams.
- Remote selling techniques experience
- Excellent planning and organizational skills. Fluent English

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