QC and Training Coordinator

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

In 10 years lowcosttravelgroup has grown into a truly international business with offices in Europe, North and South America and Asia/Pacific employing over 500 staff and with annual sales of €700m. Our online travel agency, lowcostholidays.com, is principally based at our international headquarters in Palma de Mallorca in Spain from where it serves customers in 12 countries across the world. Our bed bank, lowcostbeds.com, which sells hotel accommodation to the travel trade in over 40 countries worldwide, has its main office in Romanshorn in Switzerland. Our corporate headquarters is at Gatwick Airport in England and we also have offices in Dublin, Atlanta, Sao Paulo and Bangkok.

The company culture is open, friendly, fast-paced, hardworking and fun, and offers opportunities for those who want to develop/travel. Our offices in central Krakow are well-served by trams and busses and are in modern, refurbished buildings which provide a pleasant working environment.

MAIN PURPOSE OF JOB: To assist with the progress of the employees with regards to on-going coaching to ensure that all brand knowledge and customer care is being addressed in accordance to the LCTG requirements. To produce and keep up to date a procedure manual for CS UK (system procedures and communication).Quality control of agents communications internally and externally to be addressed on regular basis. To report to the management team on all results to ensure that competency framework is being adhered to.

MAIN DUTIES:

• Design and delivery engaging training on our in house systems and soft skills.
• To take control of all training requirements for new employees and ensure that all documentation is regularly updated
• To take control of the procedure manual and ensure the documentation is updated on all occasions
• Run top up training courses year round to ensure consistency in our delivery.
• To quality control all agents on a monthly basis (both verbal and non-verbal) and report findings to management in line with the competency framework
• To review the workings of individual agents with regards to the manner in which the systems are updated during the call time
• To regularly review the systems to ensure that all is working correctly and efficiently
• To assist management in liaising with all internal departments ensuring that all are in agreement to the manner in which we work and communicate together
• To support management team in all daily aspects of the running of the CS department
• To liaise with Team Leaders to review training requirements and plan and take control of the training needs
• Help develop and implement long term customer services polices, across the group.
• Agree annual KPIs with the business and roll out to the team as quarterly objectives
• To represent the company at external meetings as applicable

KEY SKILLS:

• Fluent in written and spoken English. Another language an advantage
• Excellent training skills and ability to train the trainer.
• Ability to challenge and implement change.
• Confidence to deliver training through various platforms.
• Ability to multi task and work under pressure
• Excellent communication skills, both verbal and written
• Friendly and professional manner
• A passion for excellent service delivery.
• Ability to prioritise workload on a day to day basis.
• Significant experience in setting up, delivering and analyzing training courses and subsequent results
• Proven track record of customer service delivery
• A good working knowledge of the travel industry in a business to client environment
• Call center experience an advantage.
• Strong working knowledge of all Microsoft products.

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl