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Customer Service Training Quality JuniorManager
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Customer Service-Training & Quality Junior Manager
Location:
Budapest
Job Code:
CSJR2018
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Description
Customer Service-Training & Quality Junior Manager
(based in Budapest)
Purpose of the position:
The Training & Quality Junior Manager is responsible for the control & oversight of call centre and customer relations performance in accordance with departmental quality standards. Providing training activities oversight ensures required knowledge distribution and provision of standards of training by contracted partners.
Responsibilities:
* Supervising the performance of the call centre and customer relation agents from quality assurance perspective
* Provide briefing to contracted providers on campaigns, procedure and product changes, on need basis
* Maintain control of quality standards in relation to oral and written customer communication of contracted providers
* Create, maintain and update “master“ training materials for contracted suppliers in accordance with departmental quality standards
* Oversee training program of contracted suppliers to meet company expectations
* Provide training for personnel of contracted suppliers on ad-hoc basis
* Building and maintaining good work relationship with contracted providers
* Define departmental quality KPI and standards of oral and written customer communication
* Liaise with Compliance & Legal relations function on performance matters and training material alignment with regulatory requirement
* Closely cooperate with peer functions in the department for creation/update of manuals and regular processes
* Ensure highest level of integrity towards the customer according to company standards, in cooperation with peer functions
* Being up-to date in relevant WIZZ policies and procedures as well as on-going campaigns
* Identify new functional opportunities that will strengthen customer engagement
* Deputize peer functions within department when required
* Respond to ad hoc requests for management information
* Provide input for reports and regularly report on area of responsibility
* Represent Customer Services in cross-functional and strategic projects for improving departmental performance and customer satisfaction metrics
* Liaise with other departments within the organisation
* Provide training for personnel inside the organization when required
Requirements:
* finalized university or college degree
* at least 3 years’ experience in customer management or training field, experience in Contact Centre and aviation is considered an advantage
* very good written and verbal communication skills
* fluent English knowledge
* good analytical and organizational skills
* advanced MS office knowledge (Excel, Power Point, Word)
* team worker personality
* positivity, creativity and ambitiousness
* ability to work under time pressure
* ability to create and manage manuals and procedures
* willingness to travel occasionally
If you would like to join our dynamic team at Wizz Air, please apply and attach your English CV here.
Apply for this job