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 Airbnb: Global Training Manager - Portugal, Lisbon

Empresa: Action Portugal S. A.
Tipo: Tempo Inteiro
Data: 18-9-2018
Zona mais emprego Lisboa
Categoria mais emprego Call Center / Help Desk
Referencia # 5329414

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About us

We are a leading global outsourcing provider of multilingual customer experience management with 150 offices across 24 countries.

We offer tailored customer care solutions to our diversified client base across all stages of the customer journey. With our operational excellence, continued focus on process improvement and value-add solutions, we are your global partner for today and tomorrow.


We are looking for a talented and accomplished Global Training Manager to be responsible for the optimal organization of all training related efforts across Airbnb account. It covers the areas of Training Management, Support Readiness and Knowledge management.

Our expectations about you

This role works as part of a dynamic, driven and enthusiastic Global Management Team, which is responsible for representing Sitel towards the client, and representing the client to Sitel parties.

Ownership of training methodology, delivery and development across the Operations in Portugal and France
Ownership of the training/induction plans, models and their development for all operational roles
Maintenance of competence/skill matrixes.
Reports on all training management related activities and level within account, training KPI’s and other agreed reporting items (Client and Sitel)
Tracks and analyzes training programs by examining agent performance.
Stays informed about client processes and recommend program changes where appropriate


Strong English and Portuguese verbal and written communication skills
Some level of French language is an advantage
Good organization/ time management skills
Ability to work with a variety of people from diverse backgrounds
Ability to make fair and consistent judgments and decisions
Ability to solve problems and offer suggestions
Ability to influence behavior
Effective project management
Ability to adhere to all organizational policies and procedures
Ability to give constructive feedback to the agents which lead to performance improvement


Bachelor’s degree or equivalent

Experience Target

Previous experience as Training Manager
Previous teaching or coaching/training experience
Good understanding of Operations and other functions at BPO

Role Specific Requirements

Regular travel
Out-of-hours support (when necessary)
Our Offer

At Sitel, we believe our staff is our most important asset and therefore we take pride in finding the best, most talented and driven employees.

Among the benefits of working with us are health insurance, daily organic fruit, a nice, open working station, and a great social environment. Sitel has an atmosphere of joy, pace and ambitions and we often have social events, contests and other fun activities, to give everyday life a zing.

Our offer includes:

Competitive package, according to the demonstrated skills
Continuous investment in training and personal development
Being part of a successful multinational company in a growing industry
Private healthcare insurance (applicable after 6 months) with an on-site Doctor
Help in finding accommodation (if necessary)

We take care of you and your progress, making sure that you have the right conditions to deliver the best results. Subsequently, we expect that you do exactly that and give it your best at all times.

We are looking to fill in the position as soon as possible and will invite the best candidates for interviews in the very near future. Therefore, if you feel that this ad sums up your character and ambitions, please submit your resume as soon as possible.

Apply through


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