Sop Development and Training Lead

6 days ago

กรงเทพมหานคร, Thailand Shopee Full time

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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