Global Manager, CARE Learning

 

The Manager, CARE Learning will assume responsibility for managing the CARE Learning department in Tunis and contributing to the global CARE Learning strategy. He/She will develop, coordinate and deliver learning solutions to improve the performance, skills and knowledge of the CARE teams in the center, both for Customer Care and Design. A good contact to local and global CARE functional leads will be essential to meet learning needs.

This person must have strong experience in managing a team in an learning environment and be able to understand business needs and think strategically. He/She must be a self-starter who devises creative and individualized solutions and executes them quickly.

This position reports to the Director CARE Learning (at our Vistaprint location in Berlin/Germany) and will work closely with the global CARE Learning management team to build the department’s strategy and to define standards and processes.

Primary Responsibilities

• Lead the CARE Learning department in Tunis that consists out of 5 trainers, one lead, one training coordinator, one instructional designer and one knowledge management specialist.
• Develop the local CARE Learning team to ensure that the needed long-term skill set is available
• Work closely with the Tunis CARE Management team to identify training gaps and define the mid-& long-term training needs

• Work closely with local and global functional leads, e.g. Operations, WFM and Human Resources
• Work closely with the global CARE Learning Management team to define the CARE Learning vision and strategy
• Lead global projects to continually develop the CARE Learning department and deliver on the department’s strategy
• Administer CARE Learning programs and assessments and ensure that all local and cultural needs of the intended audience are met
• Deliver soft skills, leadership trainings and other workshops
• Facilitate (virtual) workshops for the Learning academy to support the development of the global CARE Learning team
• Measure and monitor training effectiveness, analyze results and respond as necessary to maintain high quality standards
• Develop innovative ways of workplace learning to enhance the retention and application
• Identify areas of development and improvement as well as make suggestions to support the CARE organization´s goals and strategy

Additional Responsibilities

• Participate in cross-functional communications and meetings to support the CARE organization
• Provide CARE training for new-hires and other support programs as needed

Education

KNOWLEDGE AND SKILL REQUIREMENTS

• The ideal candidate has a Bachelor’s Degree, Education or Psychology preferred
  

Experience

• 3+ years of experience managing a department including supervising a team
• 3+ years of experience facilitating technical, soft skill and management trainings, including a working knowledge of theories of adult learning and modern workplace learning
• Experience in a contact center environment is a plus
• Experience in working with international teams is desired

Additional Requirements

• Excellent interpersonal, coaching, and facilitation skills
• Ability to interact effectively with all levels, and all positions across locations
• Strong customer focus and service orientation
• Excellent verbal and written communication skills
• Demonstrated ability to manage projects
• Excellent organizational skills (manage multiple projects, work independently, prioritize workload & consistently meet deadlines)
• Action oriented and comfortable with a fast paced and rapidly changing environment