Language Program Coordinator - Global Mobility (Remote)

Company

We're an EdTech that helps companies upskill their talent to thrive in today’s multilingual, multicultural workplace. We combine award-winning technology with the world’s best Trainers to deliver language, intercultural, and communication skills training globally. We deliver blended virtual, blended face-to-face, and digital solutions to 100,000+ learners in 1500+ clients across 150+ countries.

Learnlight has 15+ years’ experience helping global organizations virtualize and digitally transform their language, intercultural and communication skills training. We use our innovative technology, proven methodology, and experienced team to guide and support clients through a meticulously phased transition to blended virtual and digital solutions. 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 clients

• Helping maximize client revenue and profitability converting authorisations/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

• 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