program Manager - global mobilityLearnlight

Company
Learnlight is an EdTech company that provides language, intercultural and soft skills training to leading companies and organizations around the world. We deliver blended virtual, blended face-to-face, and digital solutions to 100,000+ learners in 1500+ clients across 150+ countries. We specialize in the digital transformation of learning programs and the empowerment of talent to excel in an increasingly complex global environment.
Position
Program Managers in Global Mobility are responsible for successfully managing the lifecycle of language training requirements with our clients and to ensure high quality of program set up and training delivery. They need to have ongoing communication with assignees through the duration of training and coordinate with other Learnlight departments so that we meet and exceed training objectives.
The task involved are in the following areas:
Supporting the Sales team by maximizing existing clients
Managing programs
Supporting assignees and Client support
Collaborating with Product Division
Internal departmental support and reporting
Responsibilities
Supporting the Sales Team by maximizing existing
Helping maximize client revenue and profitability converting authorizations/initiations
Identifying potential up-sell or cross-sell opportunities with existing relocation companies
Collaborating in reporting, investigating and solving learners' low ratings
Escalating non-standard Learnlight programs and assignees complaints
Managing programs
Receiving and activating authorizations/initiations
Understanding program requirements, conditions and policies agreed with the client
Creating accounts, learners, and contracts in the Learnlight platform and checking for Dynamics synchronization
Contacting assignee, sends PTQ, arranges and conducts interviews
Ensuring program evaluations are sent, gathered, and distributed
Ensuring Program Reports are requested and completed properly
Transferring required information to trainer management teams for program coordination
Monitoring low attendance
Monitoring low platform ratings
Ensuring platform contracts include proper billing details
Collaborating with Regional Head of Program Management in completing and amending monthly billing report details when there is a need
Assignee and Client support
Maintaining a positive, empathetic, and professional attitude towards customers at all time
Greeting customers warmly and ascertaining their reason for calling
Resolving product or service problems by:
clarifying the customer's complaint.
determining the cause of the problem.
selecting and explaining the best solution to solve the problem.
expediting correction or adjustment.
following up to ensure resolution.
Handling complaints, providing appropriate solutions and alternatives within the SLA and following up to ensure resolution
Keep records of customer interactions, transactions, comments, and complaints through Dynamics
Meeting SLA (service level management) standards and achieving superior customer service
Escalating complaints to GAC's been needed
Collaborating with Product Division
Demonstrating agility and autonomy with Learnlight tools (SharePoint, Learnlight platform, Dynamics, etc...)
Recommending potential products or services through customer feedback and needs analysis
Suggesting solutions, enhancements, or new features
Reporting to the Technology when the platform does not work as expected
Internal departmental support and reporting
Meeting metrics for case volume, availability, and customer satisfaction
Working collaboratively to solve customer issues as efficiently as possible
Reporting customer complaints and escalating when necessary to prevent churn
Requirements
Competencies
Strong telephone handling skills and active listening
Strong organizational skills with demonstrated administrative professionalism and responsiveness
Proactive with team spirit who thrives under pressure
Ability to multi-task, prioritize and manage time effectively
Customer orientation and ability to adapt to different profiles, including managing difficult conversations. Needs to be a problem-solver, always looking to resolve conflict
Customer service skills: courtesy and kindness in dealing with our clients and learners
Demonstrates our core values: enthusiasm, commitment, initiative
Skills
C1 in English. Other languages as a plus, preferably French
IT literacy, advanced level of MS Office and related tools, desire to learn new systems
Benefits
People-Powered Culture: We have a flat, modern, meritocratic culture that values enthusiasm, initiative, and commitment above all else.
Flexible Working: Learnlight is a fully distributed virtual business with staff in 30+ countries and offices in 9 European cities, so you get to choose where you work.
Learning & Development: Personalized language and soft skills training; ongoing professional development talks and masterclasses; frequent coaching and constructive feedback.
Diversity & Inclusion: Learnlight fosters an open, positive, and diverse community which welcomes talent regardless of gender, religion, ethnicity, sexual orientation, age or disability.
Community Events: We offer a range of social events including Virtual Drinks, Book Club, Tea Time, and in-person departmental and All Company meetups.
Details
Time Zone: European or Asian time zone.
Contract: freelance
Location: home based
Start Date: 1/9/2022
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Learnlight

Manila City, Metro Manila
Contract
Full-time