Knowledge and Training Manager CCM | sede lavoro per Italia: Valdengo (BI)

Fine Foods & Pharmaceuticals N.T.M. S.p.A.; Biella; On-site; EUR 40,000 - 60,000; Full time

Job summary

Fine Foods & Pharmaceuticals N.T.M. S.p.A. in Biella, Italy is seeking a professional to join Customer Care Management. The role involves developing and implementing an international Training & Knowledge Management framework, optimizing customer satisfaction through agent training and performance analysis.

This dynamic position requires collaboration with international teams to ensure adherence to quality standards and innovative training solutions that enhance overall performance. If you thrive in flat hierarchies and an international environment, this is the opportunity for you!

Qualifications

• Experience in developing training frameworks.
• Proven ability to analyze performance data.
• Strong collaboration skills across teams.

Responsibilities

• Develop and implement an international Training & Knowledge Management framework.
• Analyze performance data to optimize customer satisfaction.
• Identify and assess innovative solutions for training improvement.

Job description

Your Job

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’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.