昆明招聘

Position Summary:

This position is responsible for leading Shared Services team, Trainer team and Quality Assurance team. Manage a department of 10-15 employees with both junior and senior employees.  Need to keep smooth and efficient communication with all function managers in GTS. Proactively support the requirement from other business unit. Keep improving the working process and the automation possibility. Keep the team high efficiency and effectiveness.  SS(35%): Leading the SS team to provide the administrative support for entire GTS team in an order manner.  Trainer(35%): Lead and guide the trainer on training plan and the training delivery quality. Be responsible of leading the trainers to deliver New Hire training and exam for the new hired employees and the daily update sharing on product and procedures. This role should also be capable and be responsible on developing the new training platform to enhance the self-learning tool.  QA(30%)：Assure the QA team work on enough QA example and keep close communication with all functions team on the collaboration.

Essential Duties and Responsibilities:

Guide the Training design, development and delivery of training for the whole GTS team.  Make sure the training resources are fully utilized and the new hire training schedule is reasonable to meet the requirement of seasonality.

Closely corporate with International Training team to develop the self-training tool. Leverage the Udesk platform and develop a comprehensive training program to meet with the requirement of new hire and ongoing training purpose.

Monitoring the ongoing optimization of Knowledge Desk for GTS China.

Be the mentor of trainers.  Keep increasing the training quality and quality of training materials.

Assist Direct of GTS on the internal trainer development project.

Keep improving the effectiveness and the efficiency of QA form. Be responsibility to help entire CC team to deliver better service to consumers.

Always pay attention to the complementation between QA and Training team.

Make sure the FVR application procedure is properly conducted and the accurate information is uploaded in order to make sure the FVR process at pier is smooth.

Make sure the Sailing Report is collected timely and completely.

Make sure all the company reports are sent out with correct data and on time

Make sure the refund requests are handled timely and correctly to improve the guest satisfaction.  Keep optimizing the refund process by working with Finance team and IT team.

Make sure the Mercedes-Benz program is handled properly and the information for guest pick list is delivered to vendor on time.

Make sure the Certificate and Perishable cabin application process is smooth and provide sufficient support to applicator department.

Always focus on the team management to make sure the team has clear target setting and the team members questions are well addressed.

Good communication skill to make sure the corporation with other function head/management internal/external GTS team.

Always be willing to go extra mile.

Qualifications:

Bachelor’s degree required.

2-3 years related experience in a multi brand global organization required; and/or training in an analytic or quantitative discipline required; or equivalent combination of education and experience.

In-depth experience in business intelligence, data analytics, and project management required. Good team player.

Call center experience preferred.

Trainer experience preferred.

Knowledge and Skills:

Experience on design, produce and delivery of training in Cruise Industry.

Ability to view a problem holistically to find the best solution whether it is via process improvement or software or reporting or hardware

Proficiency in business processes and terms.

Ability to work, interact, and communicate with external / internal customers at all levels.

Good team player.

Ability to handle dynamic workload, balancing short and long term projects.

Excellent written and verbal skills in English.

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