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Training Specialist

We are people who want to make a difference.

Everything we do starts with people. It’s what makes us different from all other car companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference?

 

Purpose of role  
The role enables a world class consumer and employee experience by ensuring excellent training and development for our Consumer Relation Centre agents, while being the extended arm of the central Uptime Experience Academy. The Trainer & Knowledge Specialist provides the team with the information, resources and support to learn the best possible way for their commercial and personal development. They actively lead and perform local training and coaching while being the local training SME. The Training & Knowledge Specialist plays a crucial role in developing and retaining talent. This position should act as a role model in customer service and self-leadership and well as an inclusive ambassador for the values of Volvo and the culture of Uptime.  
 
What you’ll do?
• Support frontline agents and management with process/routine/product related questions or issues 
•    Perform trainings both online and 1-1 in APeC Region. 
•    Follow up trainings and continuous development of training content.
 
People Management 
• Provide new hire and ongoing training, based on identified gaps or new topics • Support PX Management with Onboarding of new hires • Conduct training according to central and local requirements 
 
Business and Data Management  
• Being a subject matter expert in all CRC related systems and processes (e.g. SalesForce) used within Uptime Operations, including CTI Solutions and Process Management Tools (e.g. IBM Blueworks) and Learning Experience Systems 
• Collaborate on projects in the delegated task area 
• Be a subject matter expert within routines and products of the assigned area 
 
Continuous Improvement 
• Pro-actively develop processes, together with operational and central product and process teams 
• Identify training needs and knowledge gaps based on continuous quality assurance 
• Proactively identify knowledge needs and gaps in FAQs  and Knowledge Articles, based on consumer initiatives or questions, as well as support in the knowledge article translation process • Continuously and actively identify, propose and support in activities to further improvemm quality and efficiency in our processes and how we communicate with our consumers 
• Operate development training based on identified gaps and/or new demands due to changes in assigned area 
 
Effective Stakeholder Relationships 
• Develop training concepts and materials as well as conducting and organizing trainings in alignment with the central training department within global Uptime Organisation  
• Designs and delivers learning measures in form of face to face workshops, 1 on 1 sessions and online formats as webinars and virtual workshops 
• Makes learning materials engaging, understandable and accessible and ensures that materials are archived in the right systems 
• Work closely with strategic teams within Uptime operations 
• Interface with all parties involved in the Uptime processes   • Relationship building and continuous communication about Learning with participants, coachees and agents in general 

 

Do you fit the profile?
 
• Agile skills - Understand the agile way of working and being able to practice it in the daily work environment 
• Service management skills - Understand the key principles of service management and how to work in a customer care setting 
• Trainer skills - Understand key principles of pedagogy and has the ability to train a group of agents 
• Process skills - Understand all consumer relations centre processes in order to guide and support agents effectively 
• Leadership skills - Able to lead a variety of stakeholders in solving consumer cases and processes 
• Deep product and offer knowledge - Able to answer questions related to different partner brands, products, services and offers 
• Problem solving skills - Able to manage new challenges each day, while maintaining and expanding support tools in a structured manner 
• Innovative mindset - Able to support our partners’ needs and requirements in a proactive and flexible way  
• Has an understanding to cater for classroom and online audiences and can facilitate both • Provides engaging and effective learning design 
• Has experience in using learning management systems  
 
Experience 
• Previous experience from aftersales, customer care and/or customer service  
• Previous experience from an agile way of working 
• Proven experience as a professional trainer or comparable qualification with perennial experience in training 
• Very good IT affinity with digital solutions, CRM tools and applications 
• Fluency in written and oral English, and one to two other languages 
 
 
Competencies Behavioral 
• Excellent communication and presentations skills 
• Analytical and self-driven person with inspirational and motivating appearance 
• Positive attitude towards managing multiple projects effectively 
• Great focus and attention to detail • Adaptable to new challenges and responsibilities • Very good team working skills and networking ability  
• Readiness to commit oneself, flexible and geared towards customers and their experience with us 
• Likes to work in a multicultural environment 
 
Technical 
• MS office applications 
• Very good IT affinity with digital solutions, CRM tools and applications 

 
 What is Uptime’s purpose? 
The automotive business is changing rapidly, and Volvo Cars is pushing the boundaries within electrification, design, safety leadership and sustainability. New business models are emerging, and we are re-defining the customer experience related to service, car usage and ownership.   
Uptime provides consumer relations operations for Volvo Car Group and affiliated brands through contact centres. Our agents are the facilitating link between the brand, the consumer and the dealer network. Acting as brand ambassadors and companions through the consumer journey.   
Besides running operations, Uptime designs how and what our consumer relations centres operate for each partner in selected markets. We secure capabilities needed and develop processes and products to realise a premium and branded customer support for our partners; Volvo Cars, Care by Volvo, Polestar and Lynk&Co.  
Today Uptime operates in EMEA, Americas and support Polestar in China with ambition to expanding globally in all regions.  
Uptime Career Path 
The Training & Knowledge Specialist role has the developmental scope to increase to a tertiary level position. 

 

 

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 


Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.

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Job requisition ID:  49541

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