FinTech company in Berlin

Our client is looking for an experienced Head of Training and Coaching (m/f/d) to manage, support and develop the international team of Customer Service Trainers and Quality Coaches. The goal will be to bring up the customer service resolution rate and customer satisfaction through improving the training and coaching that is delivered across the Customer Service department. Whether it is working frontline with the agents or helping the existing team of trainers to deliver a better service to the team, the candidate will be involved in driving the development forward.

The Head of Training and Coaching (m/f/d) will report to the Chief Operation Officer and the Head of Customer Care. Furthermore, he/she will have at least 18 direct reports including 2 Training Teamleads.

Ihre Aufgaben

Responsibilities:

  • Ensure the training across all mediums is improved from E-Learning and offline training to trainer experience
  • Implement and manage the on-boarding and training program for all new hires
  • oversee the training of the existing 100 plus CS Specialists
  • monitor and evaluate team performance based on KPIs and guide the team in the right direction as a mentor and leader
  • report on the team’s performance to the business leadership, working closely with the Head of Customer Service to make strategic decisions based on the company’s operational KPIs
  • align training and coaching strategies with overall departments and company goals and drive best-in-class Customer Service

Ihr Profil

Requirements:

  • experience in a hands on customer service environment and deep knowledge of key customer service topics
  • 3 to 5 years experience in Training & Coaching
  • Experience in a tech environment and/or passion for Banking/Fintech environment
  • Experience in managing a team, combined with a strong passion for teaching and developing others
  • Experience in managing and training outsourcing partners
  • Exceptional stakeholder management skills
  • Stress resilient nature
  • High customer and service orientation / focus on customer experience
  • understanding of the impact of training on overall corporate performance
  • entrepreneurial spirit
  • Global, cross cultural orientation
  • High proficiency in English and German