Training and Quality Manager

Job Description

Are you passionate about delivering unforgettable customer experiences? As a Training and Quality Manager, you'll play a pivotal role in shaping the future of our Guest Services team. Your mission? To inspire, coach, and elevate our representatives, ensuring every interaction leaves a lasting impression on our customers. You'll be at the heart of creating and delivering top-notch training that empowers our team to exceed expectations, particularly as we support the prestigious FIFA dedicated Guest Services teams.

Key Responsibilities:
• Crafting Excellence: Design, develop, and implement training programs that empower both new hires and seasoned representatives to shine in their roles.
• Championing Quality: Lead quality assurance efforts, monitoring performance to ensure every representative delivers a premium customer experience.
• Inspiring Growth: Foster a motivating and engaging work environment that encourages representatives to excel and reach new heights.
• Cultural Immersion: Help our team embrace and embody the unique culture of FIFA, ensuring they represent our brand with pride and precision.
• Performance Partner: Collaborate with the Director to evaluate performance, set goals, and drive continuous improvement in service quality.
• Tailored Development: Work closely with Quality Assurance Analysts and agents to create personalized development plans that address strengths and areas for growth.
• Expertise in Action: Leverage your knowledge of events management, ticketing, and hospitality to support representatives in delivering exceptional service.
• Revenue Support: Guide representatives in achieving revenue targets, blending service excellence with sales acumen.
• Concierge Coaching: Mentor representatives in delivering ''white glove'' concierge service to our high-value customers, ensuring every detail is perfect.
• Adaptability: Be ready to support during peak seasons, including weekends and extended hours, to meet our customers' needs.
• Industry Insight: Stay ahead of industry trends, maintaining a continuous pulse on events and partnerships to inform training and service strategies.
• Problem Solver: Identify process gaps, propose solutions, and train the team to ensure seamless operations.
• Knowledge Sharing: Create and maintain content for our Knowledge Base, ensuring all information is up-to-date and easily accessible.
• Administrative Support: Handle general administrative duties with precision and care.
• Global Perspective: Travel both domestically and internationally to provide on-site training and support.

Qualifications:
• Educational Background: Bachelor's Degree required.
• Experience: 3-5 years in a contact center service and/or inbound sales training role, ideally in hospitality, travel, or entertainment.
• Sales Savvy: Proven experience in sales environments, with a knack for upselling and cross-selling.
• Organizational Prowess: Strong organizational and presentation skills.
• Communication Excellence: Exceptional interpersonal skills with the ability to connect and communicate effectively at all levels.
• Attention to Detail: Meticulous eye for detail in all written and verbal communications.
• Multi-Tasking Ability: Thrive in a fast-paced, high-pressure environment.
• Innovative Spirit: Demonstrated success in delivering imaginative and distinctive service solutions.
• Self-Development: A commitment to continuous personal and professional growth.

Preferred Skills and Experience:
• Relevant Education: An associate's degree in hospitality, Sports Management, Business, or a related field.
• Industry Knowledge: Familiarity with event operations and travel & hospitality.
• Customer Empathy: A deep understanding of and sensitivity to customer needs.

Desired Behaviors:
• Be Present: Engage fully with your team and our customers.
• Team Player: Collaborate effectively to achieve shared goals.
• Empathy: Understand and respond to the needs of others.
• Effective Communicator: Articulate ideas clearly and persuasively.
• Coach, Teacher, Mentor: Inspire others to grow and succeed.
• Independent-Minded: Be self-driven and take initiative with limited supervision.
Our Core Values:

As the leading experiences company in the world, we strive to be the most innovative and passionate - the best of the best. We uphold these values in our quest for excellence:
• Exceed all service expectations with our customers, our partners, and each other.
• Create value by enriching people's lives.
• Do the right thing and bring others along with us - always.
• Propel the power of diversity, in thought, team and experience.
• Partner to generate win-win solutions.
• Ignite and empower our team's entrepreneurial spirit.
• Exude respect and gratitude - treat others as you would want to be treated.

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Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

Jobcode: Reference SBJ-gxmzqo-18-226-87-170-42 in your application.