Subject Matter Expert

In Your Role as a Manager, You Will:

• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews and be involved in implementation and success monitoring;

• Monitor growth and help to decide if recommended head count is feasible and is ideal against volume;

• Help partner and benchmark current performance against outside;

• Help provide strategic approach in terms of day-to-day operations such as performance management, mentoring, coaching;

• Design operations playbook and coordinate with sub-groups such as training and quality and workforce for a better operations in a regional level;

• Help identify gaps in processes and operations by analyzing data for the entire CE operations;

• Help identify process improvements in a country level;

• Provide insights and recommendations on how to improve performance by doing the SMART/SMARTER methodology.

Qualifications

• At least 2 years of experience in the customer service industry; preferably in a Contact Center

• Excellent written and spoken communication skills

• Good command of the English language 

• High knowledge of the company's products, services and business operations (If internal applicant)

• Project coordination experience preferred

• Advanced presentation, interpersonal, time management, and organizational skills

• Strong training program design experience

• Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)

• Ability to work both independently and in a team environment

• Strong ability to utilize MS PowerPoint, or similar platforms in creating Instructional Design materials as a learning medium

• Good exposure to database management