Headquartered in Ancoats, Manchester, we are a global eCommerce business with over $2 billion in sales, and backed by a number of top tech investors. As an omni-channel retailer we support hundreds of partners in football, rugby, golf, US sports and motorsports.
Being the global leader in licensed sports products we work with major brands such as Adidas, Nike, Puma, Umbro and Under Armour, and are changing the way fans purchase their favourite team merchandise.
Internationally, Fanatics also delivers global leadership in event, city centre and in-venue retail; providing expertise at leading football stadiums, including MCFC, Everton and at events such as F1 and the Ryder Cup.
What does a Training and Quality Manager do?
The Training and Quality Manager drives focus, continuous improvement and clear training alignment across our Fanatics’ operations function. Supporting and collaborating across Fulfilment Centre, Logistics, Contact Centre and Customer (Fan) experience functions.
Key Responsibilities
- Leading the Training and Quality function for UK Operations (Contact Centre and Fulfilment Centre) in order to deliver the Operational Quality and Training needs (Including but not exhaustive: Peak planning and training delivery, training KPIs, development plans).
- Identifying training/skills gaps and follow up implementation of plans to address gaps, in line with the Operational needs of the Operations teams.
- Create assessment criteria and templates to track and review training deliveries
- Prepare quality documentation, process detail and appropriate reports to effectively use information to make sound commercial decisions
- Present findings in managers meetings and suggest improvement measures
Knowledge/Skills/Experience
- Training and quality assurance experience ideally in an operations environment (Contact Centre experience / Operational Fulfilment Centre)
- Extensive experience of successfully working in and delivering training at a senior level
- Role models excellent people management, leadership, coaching and motivational skills
- Solid understanding of the importance of Training and Quality in internal and external customer experience
- Excellent numeracy and analysis skills
- Really demonstrable experience of driving training, planning training across multi-functions in a business environment.
- Operationally hands on and experience of balancing ongoing development training versus peak planning and ramping up to deliver high-intensity training and induction.
This is a great opportunity to join our fast-paced, dynamic and entrepreneurial business, and these are some of the benefits you can expect as an employee.
- The chance to work with world leading sports clubs and brands
- A brand new modern office and working environment
- Working within a growing, fast-paced and forward-thinking business
- On-site free bar and pool table
- Birthday day off
- 40% staff discount
- Nationwide Theme Park discounts
- Bike to work scheme
To discuss this role further and be part of our ambitious growth plans, please get in touch with the recruitment team
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