Training and Knowledge Management Specialist

Blue Air este prima companie aeriana din Romania care opereaza zboruri in sistem Smart Flying avand capital privat romanesc. Compania si-a inceput activitatea pe Aeroportul International Aurel Vlaicu in anul 2004. 

1. General purpose of the position
• Key goal for the Specialist Training and Knowledge Management is to implement and keep the knowledge base up to date, which is the key information source for all Customer Service employees internally and with the external provider.
• Additional goal is to train all customer facing employees (internal and external) on the relevant processes and KPIs
• Cooperates closely with Specialist Quality and Training to define and improve the quality of customer service and to check and improve this quality permanently
• Delivers feedback to the internal process owners on redesigning, simplifying processes and procedures:
• Initiates IT improvements in collaboration with the process owner;

2. Description of the position's tasks/duties/activities
• Communicates with other teams within Blue Air to ensure all relevant information is delivered to keep the knowledge base up to date
• Permanently keeps the information in the knowledge base up to date
• Collects and reviews information and ideas for updates and adjustments of the knowledge base and updates the documentation accordingly
• Permanently prepares and conducts training for the service organization and the external pro¬vider on the following topics:
o Communication skills
o Interpersonal skills
o Processes on how to handle contacts
o Updates
o Marketing and other initiatives
o Other topics as required
• Conducts regular quality checks with the internal customer service agents
• Takes measures to improve the quality internally and together with the external provider if required
• Cooperates closely with Specialist Quality and Training, especially in conducting quality checks and training topics
• Acts as backup for the Specialist Quality and Training
• Supports projects and initiatives with relevance to the Customer Service team (e.g. contact avoidance);
• Reports on a regular basis to the Director Customer Interaction and Blue Air Management based on KPIs

3. Required Skills and Experience:
• very strong communication skills (verbal and written)
• strong inter-personal skills
• Experience as a trainer (min 1,5 years), ideally in a service environment
• Experience in structuring and documenting knowledge (min. 1 year)
• Romanian and English are mandatory as languages (min. C1 level), additional languages are a plus
• Experience in cooperating with external call centers is a plus