Learning and Development Lead (Customer Care)

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  • Location

    Ukraine/Gibrid

  • Direction

    Operations

  • Experience

    3+ years

  • Department

    Customer Experience

Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders. 
We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.
Let’s drive the industry together!

Join us as a Learning and Development Lead (Customer Care)

Hiring process

Introduction, test assignment (we value your work and time, so we pay for the test assignment) and final meeting

What our offer includes specifically for this role

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    work with large-scale initiatives aimed at improving the quality of service
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    opportunity to change current processes and implement your own ideas with the support of an experienced team of like-minded people
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    all the necessary resources and tools to implement bold and creative ideas and initiatives
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    work with a product that you use yourself and see the results of your work
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    transparent growth system in the company, regular performance & salary review
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    a company culture in which everyone is valuable, freely expresses his/her ideas and has an impact on the processes

How exactly you can influence the developmentof the Company:

● improving the level of knowledge and skills of support service experts● implementing new Customer Experience methods● monitoring the quality of service● conducting trainings and onboarding of support service experts● providing reporting on the results of work● implementing and maintaining corporate standards of behaviour and result orientation● developing a knowledge base for support service experts

Challenges for six months:

● create a long-term training plan until the end of 2024● identify weaknesses in service quality and develop a plan to improve them● improve the quality of the service area● develop an individual agent development plan● understand all work processes and indicators of the customer experience area● develop a Personal Improvement Plan (PIP) process for all support service roles● approve key performance metrics for development and training

To achieve the results, you will need:

● experience in designing and conducting systematic staff development trainings● knowledge of the methodology of systematic training and staff development● identification of training needs of the team, development of training plans● understanding of how to provide the team with clear and constant communication● experience in maintaining a knowledge base and conducting tests to assess the level of knowledge● experience in building a development strategy● experience of working in a contact centre will be an advantage

How do you manage your working hours?

● You determine a convenient time for yourself; However, in order to be efficient, we have business hours from 11:00 a.m. to 04:00 p.m.● You choose a convenient format by yourself (office/remotely/mixed), work from any corner of Ukraine and the world● 20 days off for personal needs and 10 days off due to illness (with remuneration)● day off on your birthday as a gift from the Company● day off for blood donation

  • How will you level up your skills in Uklon?

    ● in-house trainings, workshops, hackathons, knowledge sharing, etc.● corporate training● corporate library and subscriptions to information resources● attending webinars, lectures involving company speakers, etc.● personal/team budget for training● English lessons

  • Work (War) — Life Balance

    We are a socially responsible company, so we devote a lot of time to volunteering activities and regularly support team spirit outside of working hours: we take pleasure in exciting team building events, sports competitions, etc. We say no to routine and monotony, so we create the environment where you can really enjoy doing your job. We are fun to be with.

  • Health Care:

    ● corporate health insurance, including for members being abroad

If you are looking for a vibrant and ambitious product company aiming at development and global expansion, if you are interested in using the latest technologies and ready to further improve your expertise, join the Uklon team.

Send CV through the form:

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