Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.
1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.
As a training manager, you are part of the Business Standards & Training department, which is in charge of Training, Knowledge Management and Quality Management Strategy for all Mercedes-Benz Contact Centers worldwide.
The Training Team is responsible for making training available for the CAC in Maastricht. This includes training in direct support of operations but also more general training. The team is also responsible for training and supporting the MB Call Centers worldwide. Here the focus is training the local trainers but also participate in performance checks.
The Team is responsible for develop and deliver training or to make training available through external cooperation. In general, the team is involved in all topics/projects if there is a training need. Training is an area in constant development, and the Team needs to keep updated on trends and possibilities. The Team needs to keep updated on possibilities for delivering training and be ready to advice the best way forward. This includes expertise in different digital approaches.
The Training Manager runs the Training team. You report directly to the Manager Business Standards & Training. The field of responsibility covers the supportive functions for various stakeholders within and outside the Mercedes-Benz organization in a multilingual and multicultural environment.
The Training Manager is directly responsible for a team of 16 trainers and 2 Planning & Reporting specialists. Making sure that all team members have the necessary and updated skills, and that the team resources are assigned to tasks the best way possible is a main task for the manager.
Tasks & responsibilities
• Coaching and empower a diverse team of trainers, with the business scope of dealing with trainings in the CAC Maastricht and worldwide at the satellites.
• Steering the training team with the daily workload.
• Monitoring and registering the individual and team key performance indicators, as well as the attendances and absences of team members.
• Monitoring and controlling the training workload of the trainers.
• Initiate and execute escalations when assisting operations and planning committees.
• Identifying training, information and equipment needs within own team and in addition of supported stakeholders. Coordinating the set-up of required trainings and thus fulfillment of these needs.
• Continuously participating in improvement processes in order to contribute to effectiveness and efficiency within the training area.
• Steering and leading of projects related to training.
• Cooperate with all the process partners and the appropriate contacts within the Mercedes-Benz organization in terms of training related issues.
• Design training programs, build a complete training process and plan corresponding training modules.
• Training project development, operations and maintenance: formulate course objectives, deliver courses with high standards and requirements. courses
• Cost Center controlling
• Quality gate for training concepts.
• Development of the Training Team.
What will you bring?
• Fluent level in English written and spoken. German or an additional Customer Assistance Center language is an advantage.
• Proven leadership and people management skills (empathic listener, inspiring and mobilizing others, leading positive change, solve problems effectively, building high performing teams in a hybrid world, but also build trust, be vulnerable and be optimistic in times of change).
• Experience as a Team Leader/Manager.
• Expertise and experience in training is required.
• Experience in project management.
• Entrepreneurial approach.
• Strongly oriented to Customer’s Satisfaction.
• Ability to set and share clear directions and vision to the team members.
• Ownership and independent thinking.
• Ability to manage complexity and communicate on different levels.
• Ability to coach and mentor employees.
• Ability to manage high pressure and stress.
• Strategic thinking.
• Creativity when handling problems independently.
What do we have to offer you?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
Location:
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.
Does this role fit your expectations for a new challenge, please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can respond to the vacancy until June 24, 2022.
For data privacy reasons we can only accept applications via the mentioned application process.
For more information about this vacancy please contact Manon Gosler-Bongaerts:
manon.gosler-bongaerts@mercedes-benz.com