We are looking for a talented and enthusiastic CS Training & Quality Team Leader to take responsibility for leading the Vilnius Training and Quality team. Reporting to the Regional T&Q manager with a dotted line to the local Site leader. You will be responsible for balancing the local T&Q needs with the EMEA and Global CS T&Q strategy. Ensuring a highly engaged and motivated team that is flexible and willing to adapt to the continuous changes within the business.

B.Responsible

  • Manage, coach and develop the CS Trainers and Quality Associates
  • Motivate and inspire team
  • Recruit and onboard new trainers and Quality associates
  • Schedule and distribute tasks of the Training and Quality department
  • Drive organizational development by successfully implementing innovations and facilitating change management
  • Operate in a fast paced environment which requires ability to align T&Q priorities with business needs
  • Provide feedback to Local and Regional Management on areas of improvement
  • Determine local vision for T&Q team
  • Support with delivering training when needed
  • Plan, schedule and onboard New Hires joining the site
  • Build strong network and working relationships with local- , EMEA- and Global stakeholders

B.Skilled

  • 1-3 years relevant experience in a Team Manager position within an inbound contact center
  • Proven experience in training- and quality-related tasks
  • Up to date knowledge of different training and QM methodologies
  • Ability to communicate with impact
  • Strong presentation skills
  • Solid understanding of change management and project management processes
  • Confident in decision making
  • Fluent in English, both written and spoken

 

 

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