Manager Learning & Development

MANAGER LEARNING & DEVELOPMENT

Are you passionate about shaping the future of learning and development in a customer contact environment, with impactful leadership skills? As our Manager Learning & Development, you'll play a pivotal role in building the knowledge, skills, and competencies necessary to lead our team towards excellence.

At Cygnific, we are striving to be the most personal contact centre, setting new standards of service and innovation. As the Manager of Learning & Development, you'll lead the charge in creating a dynamic learning culture where our employees are empowered to continuously grow and excel. With a keen vision for the future of learning and development, you'll leverage technology to ensure our L&D practices remain cutting-edge and future-proof. Collaborating globally with diverse teams and departments, you'll tailor learning strategies to meet both organisational and client needs. Do you know how to inspire, stimulate, and lead by example, and can’t wait to make an impact within a customer contact environment? Explore this opportunity to contribute fostering a learning culture with us!

YOUR RESPONSIBILITIES

As the Manager of Learning & Development at Cygnific, you oversee a team of 20 full-time employees along with an additional 10 part-time Trainers, totalling 30 FTE dedicated to driving our learning and development initiatives. Your leadership is instrumental in shaping the company's future by fostering a culture of continuous learning and development.

Additionally, you'll lead the charge in formulating a visionary Learning & Development (L&D) strategy that aligns seamlessly with Cygnific's mission, vision, and strategic objectives. By providing expert advice to management and staying abreast of industry trends, you'll drive innovation and effectiveness in our L&D initiatives, ultimately contributing to the achievement of our organizational goals.

This role offers an exciting opportunity to lead transformative initiatives that shape the future of learning and development within Cygnific, contributing to our mission of becoming the most personal contact centre. Your responsibilities encompass the following key areas:

• Strategic Leadership
• Annual Planning and Budgeting
• Design and Implementation of Learning Programs
• Team Management and Alignment
• People Management
• Continuous Improvement

WHO WE ARE

Cygnific is a proud daughter company of KLM. And guess what? We have high ambitions ourselves as well. Our customer service heroes from more than 30 different countries are ready to create lasting impressions through teamwork and commitment. In 10+ different languages, they offer 24/7 service with a smile to passengers and customers from KLM, and various brands such as Rituals. We do this via email, telephone, live chat, social media and WhatsApp. Not only in the Netherlands, but our wings also spread to England, the Philippines, and Curaçao.

At Cygnific, you'll be part of an international team of cheerful, passionate and ambitious Cygnificans. We cultivate and nourish our culture and help colleagues and customers move forward. We value uniqueness and foster the trust and respect we have for each other. Cygnificans commit to getting any job done, but also like to have fun along the way.

OUR OFFER

• A one-year contract with the prospect of permanent employment.
• Position for 32 to 40 hours a week.
• Salary scale €5.300 - €6.000.
• A challenging, innovative, and international environment.
• 25 vacation days based on full-time employment.
• A pension plan & travel allowance.
• A vibrant and multicultural office near the Westerpark in Amsterdam.
• You will lead and be part of a diverse and multicultural team based in Amsterdam, Wembley & Curacao.
• A well-balanced and flexible hybrid working model (possibility to work from home).
• Start date: as soon as possible.

WHAT YOU NEED FOR THIS POSITION

- HBO/University think and work level.

- 5 years plus experience in a similar broad L&D role, preferably in a commercial, operational, and service minded organization.

- 3-5 years of experience in people management, managing a team of 10+ people.

- Knowledge of developments in learning & development area (call centre & general, national & international).

- Fluent in English (written & spoken).

- Working knowledge of business processes and developments.

- Working knowledge of the main software packages (Microsoft Office).

- Functional knowledge of important supporting software programmes (LMS, authoring tools, etc.).

READY TO APPLY?

Are you ready to bring us to the next level with your strong leadership and customer focus? Then make sure to apply by sending us your CV and motivation letter (in PDF or Word doc) via the apply button below. The application process will consist of two interviews and a possible assessment.

Closing date: 09/09/24

Questions

Interested in learning more about the position? For questions about the recruitment process please contact recruitment@cygnific.com.

Questions about the position itself? Feel free to reach out to Laurence Lippmann (Corporate Recruiter) via Laurence.lippmann@cygnific.com.

*Acquisition in response to this vacancy is not appreciated