Global Customer Service Training & Quality Manager

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

YOUR ROLE

Lead & Co-Lead the implementation of the Customer Service (CS) Training and Quality Assurance framework across CEVA Products with a multifocal approach (People, Processes, Tools) instilling CS and contact centre experience and best practices, with the aim of providing a best-in-class customer service.

WHAT ARE YOU GOING TO DO?

CS Training
Support the CS training journey development (eg. training material, e-learning modules, etc) for the development of the subsequent phases of CS hard skills and soft skills trainings (eg. Soft skill phases: “Advanced”, “Proficiency”).


CS Quality Monitoring
Design and implement the CS Quality Assurance backbone to monitor the answers Customer Service Representatives (CSRs) are providing to customers, to ensure the expected quality and excellence parameters are achieved.
Design and build an efficient quality monitoring framework (processes & tools), to capture the interactions through different channels (eg. from CRM ticketing tool. Potentially in the future: phone call-recording, chat, etc).
Design and build reports and dashboards to allow an accurate understanding of the quality status and its progress/evolution (at individual level, team level, site level, country level, regional level, global level, Product level).
Work closely together with global/regional/country CS Managers and Supervisors across different Products. Guide and support the implementation of action plans to improve the service quality monitoring score.

Carry out task calibration actions with the CS members.

Contribute to implement a Business Performance Management methodology.

CS community’s knowledge loop
Develop the CS community’s knowledge feedback cycle process accordingly:
Based on Quality scores, detection of the needs regarding additional training needs and design/develop them in collaboration with Products and L&D.
Monitor and evaluate training effectiveness (eg. by performing call monitoring listening, participating in training sessions with CS specialists, other available company/group processes and policies, etc).
Use modern tools that generate impactful results in terms of strong and proper absorption, adoption, and practice of acquired knowledge and abilities.
Design and build reports and dashboards to allow an accurate understanding of the training impact status and progress/evolution.
Maintain a keen understanding of training industry trends, developments and best practices.

Collaboration with key stakeholders
Partner with Learning & Development organizations (according to CEVA and Group CMA-CGM policies and mandate) to support the development of customer service hard skills + soft skills + general development (new hires onboarding, career path, etc) of customer service teams around the globe.

Support the GHO CS Team to the orchestrate the implementation of the CS Journey within the Products, contributing to settle the CS amalgam (People, Processes, Tools) and CS soul (customer-focus / customer experience).

Collaborate with and support GHO Customer Care team (Global CS Lead, CRM Team, CX Team) as well as the Products (eg. Product’s Customer Care / CS roles and BPE) in other initiatives related to:

Increasing customer-focus culture within the company

Increase Customer satisfaction.

Increase CS community efficiency / continuous improvement.

WHAT ARE WE LOOKING FOR?

• Higher education
• Solid experience (+10 years) in customer service within a contact centre environment.
• Extensive and proven experience of +5 years leading/managing a contact centre CS training and quality department.
• Experience implementing a CS Quality Monitoring process.
• Experience implementing transformational learning programs [eg. using ILT, e-learning & blended delivery methods as well as authoring tools (e.g. Articulate)].

Desirable

• International awareness (high multicultural sensitivity)
• Certifications and additional experience listed below (8. Other information)

WHAT DO WE HAVE TO OFFER?

With a genuine culture of reward and recognition, we want our employees to grow, develop and be part of our journey. There’s no doubt that you will be compensated for your hard work and commitment so if you’d like to work for one of the top Logistics providers in the world then please do get in touch to find your next role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation. 

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.