The main task of the Training & Knowledge Coordinator is to ensure the availability of CFM training materials & conduct train-the-trainer sessions, equiping providers with relevant functional & non-functional knowledge & keep communication up to date in close collaboration with the Lufthansa team. - Conceptualize & update training requests based on detected improvement areas of client specific products, processes & services including web-based trainings - Conduct trainings for functional (e.g. CFM knowledge) & non-functional (e.g. softskills, communication skills) topics - Set-up self-learning platforms for remote training in line with Group Training - Report & analyse trainings across providers - Develop and implement innovative training activities in cooperation with Lufthansa Headquarter - Amends client skill trainings to contribute to flexibility & training needs - Upload customized client training & internal communication to information source to update CFM (trainer) community - Conduct trainer qualifications & check-out’s - Processing of incoming feedbacks on demand & during availability times Ihr Profil: - A tertiary education in quality, training or industrial psychology or a related field or equivalent relevant experience is essential - Training experience – didactical, methodological and content-specific skills in place to design and conduct functional and non-functional training format - Proven relevant work experience as a Trainer in the Service Centre and/or Airline Industry, Lufthansa Trainings experience as advantage - Experience in CFM is beneficial - Proficient skills with Microsoft Office Suite – MS Word, Excel and PowerPoint - Practical experience in reporting & data analysis, verification & importing for use in reporting & statistical analysis - Proficiency in English language (both written & verbal), German is beneficial - Highly developed people management skills with ability to train & coach & support people to achieve required outcomes - Proven ability to work well in fast-paced environment & to tight time frames - Superb communication, presentation & interpersonal skills (verbal and written) with creative& innovative approach - Good planning, organizational & decision-making ability We help. We smile. We care. We are best at being in touch, be it with colleagues or customers. This is the essence of Lufthansa InTouch: We make someone’s day every day! Our headquarters are based in Berlin. With our network of 6 service centres in 6 different countries, we are the touchpoint between LH Group and their passengers. About 2000 Consultants offer over 200 services in more than 30 languages; they take care of all requests by passengers' flying with LH Group and ensure the highest service quality.
Global Training & Knowledge Coordinator - Customer Feedback Management (m/f/diverse) (Wirtschaftspsychologe/-psychologin)