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Role Summary: This role will support the Service Desk Leader in defining and creating programs focused around three critical areas to the success of the expert service desk: training, quality assurance and complaint analytics. By linking information derived from each area and enhancing the system as a whole you will be a key member of the expert service desk leadership team.
Essential Responsibilities: As the training and development program manager you will devise our organizational training strategy, oversee its implementation, and assess its outcomes. You will identify training and developmental needs and drive suitable training initiatives that enhance employees’ skills, performance, productivity and quality of work. You will be responsible for designing and delivering curriculum and learning materials and for managing all phases of training interventions. As the quality program manager, you will be responsible to develop and implement the QA monitoring program including monitoring dimensions, feedback and scoring instruments, and frequency. We are looking for a self-motivated individual with strong problem-solving skills and the ability to provide fair and accurate analysis of call center communications and interactions to our expert service desk agents. As the complaints analytics program manager, you will conduct root cause analysis to reduce overall complaints and improve customer satisfaction as measured by NPS and FCR. Through the management of a robust tactical plan, ensure complaint root causes are identified and change is implemented to minimize wider customer impact in any part of the business.
Build new hire and annual training program and prepare teaching plans
Develop or oversee the production of classroom handouts, instructional materials, aids and manuals
Direct structured learning experiences and monitor their quality results
Acclimate new hires to the business and conduct orientation sessions
Deliver training courses
Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
Identify training needs by evaluating strengths and weaknesses
Periodically evaluate ongoing programs to ensure that they reflect any changes
Stay abreast of the new trends and tools in employee development
Meet targets for agent performance evaluations - completes performance evaluations for a random sample of interactions to help provide data about overall performance levels
Provide professional and constructive feedback about strengths and areas of opportunity during coaching of expert service desk agents
Provide ongoing feedback about evaluation processes to ensure appropriate capture of key points for an unparalleled customer experience
Nurture a collaborative environment in which team members are encouraged to voice ideas and concerns
Be the ‘face of quality’ – an accessible resource for agents to ask questions and get clarification
Lead Root cause investigation and analysis on process & quality related issues
Develop countermeasures and implement solutions
Completion, production and distribution of root cause analysis and reporting
Provide face to face feedback to all levels of management on both operational and strategic root cause, ensuring action is taken to reduce the causes of complaint.
Liaise with departments and key stakeholders to drive continuous improvement across the business
Analyze and investigate change required within the business to reduce complaints and improve the customer journey understanding that various factors should be considered when identifying and prioritizing change.
Adhere to all relevant regulatory rules and guidance applicable to the role.
BA/BS degree or equivalent required
Formal training in Six Sigma, Lean and other process optimization methodologies. Certification a plus.
Very strong work experience as a training project manager with a track record in designing and executing successful training programs
Proven work experience is establishing a quality assurance program
Extensive knowledge of instructional design theory and learning principles
Excellent attention to detail and organizational skills
High personal and professional standards
Ability to work with minimum supervision
Excellent analytical skills
Excellent communication and leadership skills
Excellent computer skills including Excel, SQL, PowerPoint and Word
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations, etc.)
Ability to plan, multi-task and manage time effectively
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