Learning Excellence Specialist
vor 6 Monaten
**About GetYourGuide**:
GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 135 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 18 local offices around the world. Visit our careers website to learn more.
As a Learning Excellence Specialist, you will report to the Learning Excellence Manager in the Operational Excellence team. You will identify the learning needs within the Care department & BPOs, and design and deliver tailored learning programs based on Training KPIs. This is a full-time role based in our Berlin office.
**Team mission**:
We are looking for an enthusiastic Learning Excellence Specialist to join our Learning Excellence Team in Care, playing a crucial role in delivering exceptional learning programs. The primary focus of our team is to establish and enhance knowledge standards for both our in-house customer service teams and our outsourcing partners. Our goal is to maintain high standards in training technical knowledge and soft skills, ensuring our customers receive top-notch service.
**You will**:
- Assess the learning needs within the Care department & Business Process Outsourcing (BPO) partners, and develop tailored learning programs based on Training KPIs.
- Facilitate and conduct learning sessions to communicate new procedures, updates, and knowledge gaps.
- Train new hires and existing employees to become proficient Care Coordinators, including those working with our outsourcing partners.
- Continuously revise and update training modules based on evolving processes and requests.
- Collaborate closely with the internal stakeholders as well as our Business Process Outsourcing (BPO) partners and keep a high standard of communication and collaboration.
- Design and develop comprehensive e-learning solutions tailored to the specific needs of our teams.
**Who you are**:
- You are based in Berlin or are willing to relocate on your own for this role. We operate on a hybrid work model and value in person collaboration in our office a minimum of 3 days per week.
- You have a minimum of 2 years of experience in a Business Process Outsourcing (BPO) or customer care environment.
- You have experience in instructional design, curriculum development, and training facilitation, preferably in a Customer Service environment.
- You are a proactive and action-oriented personality.
- You have a good understanding of Training Key Performance Indicators (KPIs) as well as Care operational KPIs.
- Proficiency in Learning Management Systems (LMS) and/or e-learning design and creation is a big plus
- You have an analytical mindset with the ability to gather and interpret data to measure training effectiveness and inform decision-making.
- Excellent written and verbal communication skills in English
**How we set you up for success**:
- Invest in your development with an annual personal growth budget
- Enjoy flexibility with a hybrid work-from-home and telecommuting policy
- Save on transportation costs with discounted public transportation tickets
- Support your loved ones with generous maternity and paternity leave policies
And more...
**We look forward to hearing from you**:
**We are an equal-opportunity employer**:
**Important notice: Protect yourself from recruitment scams**:
- #LI-Hybrid_
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