Process & Training Analyst - New Balance

Our Client

New Balance - believes that we are born to move, and they are committed to offering the best innovative products that combine function and fashion, performance, and style. Each international team member plays an important part in supporting the company to share these values with our customers worldwide.

In this role, you will own the oversight of all training procedures within the New Balance/CPM project, ensuring the training for the Customer Service team aligns with the latest New Balance marketing.

**We Care**:  You are passionate about improving processes and uncovering and addressing development opportunities using data-led insights.

**We’re Curious**:  You stay up to date with the latest New Balance marketing and product direction.

**We Achieve Together**: You proactively engage with agents, management, and the client to identify and implement process improvements and training strategies.

Tasks

What you will be doing?
- To evaluate training processes, anticipate requirements, uncover, and address areas for improvement using data-led insights, and develop and implement solutions.
- To proactively engage with agents, management, and New Balance to identify areas for potential development and continuous improvement.
- To ensure training to the CS team aligns with the latest New Balance marketing and product direction.
- To ensure the potential of Zendesk features is maximised by working with agents to develop and implement best practices.
- To develop training plans and strategies to bring business insight and value to improve the CX experience.
- To work closely with the CPM Business Analyst to identify product trends.
- To ensure the solutions proposed meet New Balance's business needs, requirements, and brand identity.
- To engage with internal New Balance Teams including shadowing New Balance store personnel.
- To conduct auditing to evaluate and ensure the success of training initiatives.

**Requirements**:
What skills and experience you will bring to us?
- High level of English (Both written and spoken)
- Previous experience in leading teams and/or training teams for e-Commerce businesses
- Personal efficiency, time management skills and the ability to prioritise competing demands.
- Proven experience with people coaching.
- Experience with Power BI (or similar tools).
- Critical and analytical thinking & problem-solving skills.
- Logical and efficient, with keen attention to detail.
- Ability to effectively prioritize and execute tasks while under pressure.
- Experience in presenting and communicating across all levels of the organization up to C-level execs.

**Nice to have**:

- Previous Contact Centre experience

**Benefits**:
What do we offer?
- Start date: 1st of May
- Contract: Temporary (1-month probation period)
- Full-time:  (39 hours/week)
- Working days/Hours: Monday to Friday 9:00 am to 6:00 pm
- Salary: 25,000€
- Bonus: 175€ monthly bonus based on targets
- Holidays: 2 accrued per month
- Paid bank holidays: + 1 extra day in lieu
- Hybrid work model: Working from the office 3 times per month, for training and client meetings / the rest WFH
- Training: 3 weeks training, from the office
- Office location: Barcelona (La Sagrera)

**Other Benefits**:

- Best-in-class people engagement activities and programs
- Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment
- Employee Assistance Program - Free, confidential, and impartial guidance and support
- Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation
- New Balance online discounts 30% off
- Option to sign-up for Discounted Private Health Insurance

Who we are

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the start of their journey within CPM.

\#wecare#wearecurious#weachievetogether