Sop Development and Training Lead
2 months ago
Department- LevelExperienced (Individual Contributor)- LocationThailand - Bangkok- ** Proactively seek out key directional changes in wider SPX policies; directions or cross-functional changes that may have significant impact on CS processes and SOP**:
- ** Translate the changes to CS impact and align with key stakeholders on the solutions to achieve good customer experiences as well as smooth operating model for agents and SPX operations**:
- ** Lead CS Process / SOP changes & updation as well as communications to internal team to ensure optimize solutions provided for all agent type**:
- ** Ensure all changes are reflected and consistent in all knowledge based tools, news feed, communication scripts, SOPs and FAQs**:
- ** Ensure training materials are constantly updated as per new SOPs / processes**:
- ** Constantly improve training quality based on feedback from QA and CS operations leads**
**Requirements**:
- ** Experience in Team management**:
- ** Logical thinking and be able to guide a team to capture process flow and translate to SOP**:
- ** Ability to streamline agents SOPs, feedback to functional team or suggest method of works that continuously improve FCRs, resolution time, CSAT**:
- ** Ability to streamline internal working processes to more efficiency**:
- ** Background in training; people development AND/OR SOP development**:
- ** Experience in express logistics is a plus**:
- ** Excellent in Microsoft Excel and presentation is preferred**:
- ** Excellent verbal and written communication skills in both Thai and English
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