Customer Care Local Trainer-thailand

7 months ago


Thailand Lazada Full time

Location:
**Thailand**
- Department: Customer Service- Location: Thailand- Identifies and assesses the training needs of Customer Care organization both Inhouse and BPO through Training Needs analysis, Focus Group Discussion, Quality Insights Forum and consultation with stakeholders.
- Develops individualized and group training programs to address varying needs.
- Develops training modules using the LCX guidelines and leverages on the capability of BPO Training Team in creating interactive training materials, while ensuring the accuracy and effectiveness of content and timeliness of implementation.
- Localize the Training content roll out by Regional Training Team.
- Evaluates and ensures that trainings conducted are meeting business needs and improving performance.
- Effectively communicates updates and developments across CC verticals and BPO teams.
- Calibrates and certifies Outsource trainers, SME, QAs and TLs.
- Oversees and manages systems and tools (such as LILO and Learning Community) needed to develop and deliver Service Education, both onsite and virtual.
- Manages the Learning Management System (360Learning) - user access, course upload and reports generation.
- Keeps abreast of training trends, developments and best practices
- Perform other duties assigned

**Job Requirements**
- 1. Experts on CC Processes
- 2. Knowledge of any Instructional Design Models
- 3. Designing Training Programs
- 4. Driving training strategies
- 5. Training assessment & governance



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