Training Specialist

3 weeks ago

Dublin, Dublin City, Ireland Hertz Full time

Join to apply for the Training Specialist role at Hertz

Join to apply for the Training Specialist role at Hertz

We are seeking a dynamic and experienced Customer Care Trainer to lead the development and delivery of training programs that elevate the performance of our internal teams and BPO partners. This role is pivotal in maintaining high-quality service standards across reservations, chats, and customer care cases, with a strong focus on First Contact resolution (FCR) and Net Promoter Score (NPS) improvement.

What You'll Do:

Training Development & Maintenance

  • Own and continuously update all training materials, SOPs, and knowledge base content to ensure accuracy and relevance.
  • Design and deliver engaging onboarding and upskilling programs for new and existing team members.

BPO Oversight & Quality Assurance

  • Conduct regular audits of BPO performance, ensuring adherence to quality standards and SOPs.
  • Collaborate with BPO trainers to implement a consistent "Train the Trainer" model.

Performance Coaching & Multiskilling

  • Provide coaching and feedback to agents and team leads to drive individual and team performance.
  • Develop and implement multiskilling initiatives to enhance operational flexibility and efficiency.

Process Improvement & NPS Focus

  • Identify and address process gaps that impact customer satisfaction and FCH.
  • Partner with cross-functional teams to design and implement customer-centric process improvements.

Reporting & Insights

  • Track training effectiveness and quality metrics, providing actionable insights to stakeholders.
  • Support the Quality and Customer Experience teams with data-driven recommendations.

What We're Looking For:

  • Experience in process improvement methodologies (e.g., Lean, Six Sigma).
  • Familiarity with NPS and FCH metrics and their impact on customer experience.
  • Background in hospitality, travel, or service industries is a plus.
  • Proven experience in customer care training, preferably in a multichannel environment (voice, chat, email).
  • Strong background in coaching, quality assurance, and performance management.
  • Experience working with or managing BPO partners.
  • Excellent communication, facilitation, and interpersonal skills.
  • Ability to manage multiple priorities and adapt to a fast-paced environment.
  • Proficiency in using LMS platforms, QA tools, and CRM systems.
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionCustomer Service
  • IndustriesTravel Arrangements

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