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What You'll Do
Training Development & Maintenance
* Own and continuously update all training materials, SOPs, and knowledge base content to ensure accuracy and relevance.
* Design and deliver engaging onboarding and upskilling programs for new and existing team members.
BPO Oversight & Quality Assurance
* Conduct regular audits of BPO performance, ensuring adherence to quality standards and SOPs.
* Collaborate with BPO trainers to implement a consistent "Train the Trainer" model.
Performance Coaching & Multiskilling
* Provide coaching and feedback to agents and team leads to drive individual and team performance.
* Develop and implement multiskilling initiatives to enhance operational flexibility and efficiency.
Process Improvement & NPS Focus
* Identify and address process gaps that impact customer satisfaction and FCH.
* Partner with cross-functional teams to design and implement customer-centric process improvements.
Reporting & Insights
* Track training effectiveness and quality metrics, providing actionable insights to stakeholders.
* Support the Quality and Customer Experience teams with data-driven recommendations.
What We're Looking For
* Experience in process improvement methodologies (e.g., Lean, Six Sigma).
* Familiarity with NPS and FCH metrics and their impact on customer experience.
* Background in hospitality, travel, or service industries is a plus.
* Proven experience in customer care training, preferably in a multichannel environment (voice, chat, email).
* Strong background in coaching, quality assurance, and performance management.
* Experience working with or managing BPO partners.
* Excellent communication, facilitation, and interpersonal skills.
* Ability to manage multiple priorities and adapt to a fast-paced environment.
* Proficiency in using LMS platforms, QA tools, and CRM systems.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Customer Service
Industries
Travel Arrangements
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