1&1 IONOS, Inc
  • Learning & Development
  • Chesterbrook, PA, USA
  • Salary
  • Full Time

Full Benefits


COVID-19 UPDATE: At IONOS, the health and safety of our team members is of the utmost importance. Therefore, we are presently continuing to hire at this time with new team members joining our existing team members who are working remotely at home. We plan on continuing to work from home (including providing world-class training to our new team members) until it is deemed appropriate to return to our offices. We look forward to talking with you soon about the opportunity to join our team.

CANDIDATES MUST RESIDE WITHIN A COMMUTABLE DISTANCE OF CHESTERBROOK/PHILADELPHIA, PA

IONOS Inc. (formerly 1&1 IONOS) is a subsidiary of United Internet - a profitable, publicly held German company with a market cap of over $8 billion. IONOS's North American headquarters is relocating to Philadelphia PA (presently in the Valley Forge suburb of Chesterbrook). IONOS is known for its comprehensive and affordable online products - its unique business model positions it as a one-stop-shop for web solutions. From domain registration to web hosting, site creation, technical support and cutting-edge technology, IONOS offers users every available resource to easily and affordably create and maintain an optimal online presence.

Founded in 1988, IONOS is a global leader among web hosting providers. Internationally, IONOS maintains more than 8 million customer contracts with both consumer and business users and the IONOS group manages over of 19 million domain name worldwide. It also operates 10 highly-secure, green data centers housing more than 90,000 servers.

IONOS has grown since it introduced its distinctive approach to the U.S. market in October of 2003. Since the launch of its complete product line in the US, IONOS has become one of the premiere web hosting companies serving the US market; making it one of the country's top 5 web hosting companies. In September 2008, IONOS opened a state of the art 55,000 square foot data center in Lenexa, Kansas.


Job Purpose

The Team Leader of Quality Assurance and Training is responsible for creating, maintaining, monitoring and delivering call center training and quality assurance standards and materials. Manages and leads a team that contributes to fulfilling these functions. In cooperation with the corporate offices and local customers, creates training strategy for assigned markets.

Duties and Responsibilities

  • Design, maintain and execute all new hire and refresher training curricula
  • Identify and develop necessary tools and reports for effective management
  • Create, issue, track and report all Action Plans based on employee performance
  • Provide ongoing coaching and mentoring to the Customer Care Agents
  • Monitor applicable email correspondence and phone and chat communication with Customers for compliance with Standard Operating Procedures by Customer Care Agents
  • Maintain a database to compile and track performance data for trainers and trainees and oversee the acknowledgement of all reported issues by Management
  • Continually evaluate, plan, direct and measure quality and training processes to achieve maximum customer satisfaction, agent learning and company efficiencies, implementing best-in-class standards around in-person and remote instruction and learning
  • Continually evaluate quality statistics and create trending reports for management
  • Work in conjunction with other departments/locations to identify and implement effective technologies, applications and process
  • Monitor and address customer service trends
  • Establish and maintain rapport with IONOS satellite offices
  • Determine and document the identified performance improvement opportunities of front line agents to provide appropriate feedback to respective Managers
  • Provide Management with the trend and pattern data analysis of the analyzed information
  • Propose enhancements to existing tools and processes to continue improving the overall results
  • Manage, supervise and develop direct reports while providing support to all staff as needed
  • Other duties as assigned by senior management

Qualifications

  • At least 5 years training experience and thorough knowledge of adult learning theories
  • Bachelor's degree in related field (or equivalent experience in addition to below-listed experience requirements)
  • At least 2 years management experience (call center experience highly preferred)
  • Mastery level experience and demonstrated proficiency with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers
  • Excellent oral, written and interpersonal communication skills
  • Strong knowledge of Customer Care processes and techniques
  • Excellent Customer Service skills
  • Demonstrated ability to work well in a team environment

Additional Requirements

  • Ability to travel internationally required (about 10%)

Preferred Skills

  • Advanced degree in related field.
  • Prior experience with web-based training authoring software
  • Prior experience with Learning Management Systems

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

1&1 IONOS, Inc
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