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Purpose & Overall Relevance for the Organization:
As a Specialist for Knowledge, Training & Development, you are responsible for contributing to the creation of a premium customer service experience for our consumers who purchase through Ecom, adidas app, and in adidas retail stores. Your task is to assist in CS operational excellence in the contact center across all service channels with a focus on Efficiency, Quality & Consumer experience. You are also tasked with supporting the implementation and maintenance of a personalized online learning experience (LXP), maintain a rich knowledge base of information, and help drive a culture of operational excellence. These are just a few of the key responsibilities associated with this role.
Scope: Contribute in implementing knowledge base, training and development processes affecting contact center operations.
Process Definition & Documentation
Contribute to the definition of processes with global departments in your region. Ensure that these processes will allow to leverage or build proper solutions with internal and external cooperation partners.
Support the roll out of various elements of the DBC Consumer Service road map across your region
Assist the process counterpart for major stakeholders concerning rollouts in your region or new functionalities in your area of responsibility.
Be responsible for processes within your scope of responsibility, ensuring a consistent integration to the Global CS landscape.
Formalize and document the defined processes to provide transparency and sustained clarity for all stakeholders.
1. Continuous Improvement
Monitor and analyze knowledge base, training and development processes continuously. Identify improvement opportunities and contribute in finding respective solutions.
Participate in process reviews involving all relevant stakeholders to collect appropriate feedback and enrich a backlog of improvements.
Give input to change requests for new functionalities. Ensure there is sufficient detail for qualification and solution selection. Ensure process documentation reflects implemented changes.
Support implementing KPI frameworks, quality assessments, (budget) monitoring processes and standards to ensure that from a training and development management perspective new functionalities and processes are successfully rolled out and embedded in the Consumer Service domain across your region.
1. Day-to-day Operations
Work closely with markets and agile teams on day-to-day issue resolution and operations within your scope of responsibility.
Assist operating knowledge base management, training and development support to local contact center team on day-to-day CS operations.
Support of the training management components of the expansion and ongoing development and optimization of Consumer Service to provide eCommerce and Retail Consumers a seamless, omni-channel service interaction
Global training & change manager
Regional CS Operations Team
Digital Analytics teams
Global CS team
Knowledge, Skills and Abilities:
Ability to quickly adapt to changing business processes and business partners
Good communication & negotiation skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
Comfortable working with enterprise-level platforms and technologies (LXP, SalesForce, ServiceHub, Demandware, etc.)
Project management and project monitoring experience is a plus
Knowledge of process optimization methodologies (Lean Six Sigma, etc.) is a plus
Fluent English both verbally and written
Requisite Education and Experience / Minimum Qualifications:
Degree with focus on Business Administration, Communication, Education, IT, or equivalent combination of education and experience
2+ years of experience in consumer service management with an understanding of end to end consumer service journey management
Basic knowledge in training, development management, and adult learning styles
Experience in knowledge base management within teams in different countries
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