Director Learning and Development – Sales - Poland

Bringing smiles is what we do at TTEC… for you and the customer. As a Director Learning and Development – Sales working on site in Krakow, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

This role is ideal for an energetic and enthusiastic professional manager with a leadership flair and ability to drive and motivate others. This role leads the development and implementation of improvement plans for the individual(s), team(s) and site(s) under their umbrella of responsibility together with the local operational leadership teams. They do this based on data & learning needs analysis aimed at ensuring the right quality of service is achieved and remains consistent for our customers worldwide.

You are responsible for direct management of a team of Sales Learning and Development experts, with a strong and proven track record of driving and managing performance in the Quality and Learning field.

This role is ideal for a self- motivated, energetic and enthusiastic Learning & Development leader with a passion for customer service. They have a proven ability to lead a team of learning and quality experts who are able to identify learning needs or performance opportunities, work in collaboration with a management team to build towards concrete performance objectives, as well as train and coach others.

Responsibilities

Drivesiteperformance⇒Partnerandconsultwiththesiteoperationalleadershipteamtoconductaquantitative & qualitative analysis (holistically) of site / regional performance. Be accountable for creating and driving appropriate action plans with key stakeholders

Quality solutions or plans to improve performance & close learning or knowledge gaps ⇒Lookingholistically at the site KPI/indicators and understand the value-add/contribution T&Q (root-cause,deep-dive,collaboratingwith key leadershipteamandsupport staff).

Develop Learning &Quality team Members- Observation team members’ performance provide feedback and coach individuals to grow and develop, succession planning, developmentopportunities, coaching, feedback

Drive execution of Quality Operating Model&Standards - Responsible for strategy and calibration indicators (Attendance and Accuracy for now while others may be added);

Performance of agents’ first 90 days - Provide Recruitment feedback on New Hire fit for hire with local recruitment. Accountability towards New Hire development during New Hire cycle

Training Planning ⇒Assign resources to the training duties onsite and ensure it’s being managed properly and work with scheduling and Facilities for appropriate resource requirements

Desired Skills and Experience

• Minimum 5 years call center or equivalent work experience
• Possess excellent written and spoken English communicationskills
• Excellent interpersonal skills
• Excellent organizational skills
• Able to work independently, as well as extremely team-focused; support steam and peer decisions
• Meticulousattentionto detail
• Able of working cooperatively with people of diverse backgrounds regardless of personal differences
• To be thechange ambassador, with the ability to drive changeby owning themeasuring of the adoption of change, showingflexibility and adapting to the dynamic Customer Serviceenvironment
• Receptive to feedback, takes directions and is aware of development areas
• Abilityto self-motivate and manage own time
• Ability to own your own development and with a growth mindset
• Ability to facilitate quality calibrations in a face to face and virtual environment, with peer group and global stakeholders
• Partner with global learning team to provide input, review created materials,and support delivery of workshops
• Ability to adopt a consultative approach with stakeholders
• Ability to conduct deep dives as part of overall root cause problem solving, analyze and create report on outcomes
• Ability to use the Learning Management System for basic learning activities e.g. ability to pull and analyze reports, upload content,create learning courses

Knowledge

• Demonstrate an understanding of facilitation and questioningt echniques
• Good understanding of adult learning principles and learningstyles
• Good understanding of the learning models and learning cycles (ADDIE,AgileLearning,Learner Centered,etc.)
• Proven experience in improving performance througha QualityManagement Tool, and / or experience working with call centrequality programs
• Good understanding of the Customer Service business at Booking or similar environment
• Customer Service ou tcomeoriented
• Available full time and flexible in both schedule and tasks basedonlocal needs
• Experience of data analysis
• Experience of root cause problem solving methodology
• Experience in change management methodologies
• Experience of project management methodology
• Experience off acilitating aquality calibration process

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
• Visit www.mybenefits.ttec.com for more information.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.