Booking.com is hiring a

Customer Service Learning & Quality Manager - Interim

Amsterdam, Netherlands

We are looking for a talented and enthusiastic Customer Service Learning & Quality Manager to take responsibility for co-leading the Amsterdam Sloterdijk Learning and Quality team for a 6 month interim period. Reporting to the local Site leader. You will be responsible for balancing the local L&Q needs with the EMEA and Global CS L&Q strategy. Ensuring a highly engaged and motivated team that is flexible and willing to adapt to the continuous changes within the business. 

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

We are looking for a self- motivated, energetic and enthusiastic Learning & Development Leader with a passion for customer service. You have a proven ability to lead a team of Learning and Quality experts who are able to identify learning needs or performance opportunities. You work in collaboration with the local management team to build towards concrete performance objective.

B.Responsible

  • Drive CS site performance: Partner and consult with the site operational leadership team to conduct a quantitative & qualitative analysis (holistically) of site and regional performance. Be accountable for creating and 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 and understand the value-add T&Q (root-cause, deep-dive, partnering with key leadership team and support staff) could have (regionally or globally)
  • Manage Learning & Quality team Members: Attend quarterly calibrations with regional L&Q Managers, local HRBP’s, Regional L&Q Manager to review team performance.  Apply the Performance framework & own calibration for team - Chair these sessions and ensure all are being scored according to the guidelines
  • Develop Learning & Quality team Members: Observation team members’ performance, provide feedback and coach individuals to grow and develop, succession planning, development opportunities, coaching, feedback
  • Drive execution of Quality Operating Model & Standards: Responsible for strategy and calibration indicators (Attendance and 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 it’s being managed properly and work with WFM and Facilities for appropriate resource requirements 

B.Skilled

  • 3-5 years’ relevant experience in a Team Manager position within an inbound contact center
  • Excellent written and spoken English communication skills
  • Good understanding of adult learning principles, styles and of learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
  • Proven experience in improving performance through a Quality Management Tool, and / or experience working with call centre quality programs
  • Good understanding of the Customer Service business at Booking.com or similar environment
  • Customer Service outcome oriented
  • Experience of data analysis
  • Experience of root cause problem solving, change management and project management methodologies
  • Experience of facilitating a quality calibration process
  • Excellent interpersonal skills and organisational skills and 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 the measuring of the adoption of change, showing flexibility and adapting to the dynamic Customer Service environment
  • Ability to own your own development and with a growth mind-set
  • Ability to conduct deep dives as part of overall root cause problem solving, analyse and create report on outcomes
  • Ability to use the Learning Management System for basic learning activities e.g. ability to pull and analyse reports, upload content, create learning course
  • Available full time and flexible in both schedule and tasks based on local needs

 

The deadline for applications is May 12th, 2019

 

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