CEVA Logistics is a global leader in supply chain solutions, connecting people, products, and providers worldwide. With over 170 countries and 110,000+ employees across 1,500 sites, we strive to be the top 5 global 3PL provider.
Your Role
We are seeking a skilled professional to lead and co-lead the implementation of our Customer Service (CS) Training and Quality Assurance framework. This multifaceted approach will instill CS and contact centre experience and best practices, aiming to provide best-in-class customer service.
Key Responsibilities
* CS Training: Develop and support the CS training journey, including training material, e-learning modules, and soft skills trainings.
* CS Quality Monitoring: Design and implement a quality assurance backbone to monitor customer service representatives' interactions, ensuring quality and excellence parameters are met.
* Quality Monitoring Framework: Create an efficient framework to capture interactions through various channels, including CRM ticketing tools, phone calls, chats, etc.
* Reports and Dashboards: Design and build reports and dashboards to accurately understand quality status and progress at individual, team, site, country, regional, and global levels.
Collaboration with Key Stakeholders
You will partner with Learning & Development organizations to support customer service hard skills, soft skills, and general development. Additionally, you will collaborate with the GHO CS Team to implement the CS Journey within Products, contributing to settle the CS amalgam (People, Processes, Tools) and CS soul (customer-focus / customer experience).
Requirements
* Higher Education
* 10+ years of solid experience in customer service within a contact centre environment
* 5+ years leading/managing a contact centre CS training and quality department
* Experience implementing a CS Quality Monitoring process and transformational learning programs
* Desirable International awareness and multicultural sensitivity certifications
About CEVA Logistics
We value your professional and personal growth, offering plenty of career opportunities to thrive within CEVA. Join us for a challenging career as a global organization with a diverse culture, reflecting our customers' cultures, languages, behaviors, and local knowledge.