Knowledge and Training Manager @ Customer Care internazionale

Fine Foods & Pharmaceuticals N.T.M. S.p.A.; Valdengo; In loco; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

Fine Foods & Pharmaceuticals N.T.M. S.p.A. in Valdengo, Italy, is seeking a professional to develop and implement an international Training & Knowledge Management framework. This role involves analyzing performance data, collaborating with various teams, and integrating innovative, AI-driven solutions to enhance employee training and knowledge. You will contribute to improving agent performance, customer satisfaction, and overall efficiency within a diverse customer care management environment.

The ideal candidate is passionate about driving innovation and improving training accessibility across borders, working in a flat hierarchy and dynamic atmosphere.

Competenze

• Strong background in Training & Knowledge Management.
• Experience in developing international frameworks for performance optimization.
• Knowledge of AI-driven solutions for training enhancement.

Mansioni

• Develop and implement an international Training & Knowledge Management framework.
• Analyze performance data to improve customer satisfaction.
• Collaborate with teams to align processes and requirements.

Descrizione del lavoro

You want to contribute ideas, thinkaheadand make a real difference?You’llbe part of an international team that drives fashion and technology with passion – responsibly, creatively and always together. What defines us: the courage to try new paths, openness to different perspectives and a strong drive to make things happen. We work in a connected way and create real impact – for our customers and for a future-ready company.

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 will 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

bonprix stands for high-performing teams that work together across national borders to shape the success of a European fashion brand. And that's why we're looking for people like you—courageous and passionate about providing the best possible shopping experience for our customers.