Center Operations Manager overseeing efficient USO Center operations and staff management to support the military community in Japan.
About the role
- Design and develop training materials, modules, and curriculums for new hire training, ongoing skill development, and product/service updates.
- Facilitate engaging and interactive training sessions for contact centre agents in person and virtually to ensure comprehension and retention of key concepts.
- Regular assessments and evaluations should be conducted to measure training programs' effectiveness and identify areas for improvement.
- Provide one-on-one coaching and feedback to agents to address performance gaps and enhance skill development.
- Stay updated on company processes, services, policies, and procedures to ensure accurate and relevant training materials.
- Be the subject matter expert and key contributor for all Knowledge Base articles and adapt them to business and operational needs.
- Proactively identify opportunities to enhance training programs, methodologies, and delivery techniques based on industry best practices and stakeholder feedback.
- Maintain accurate records of training activities, attendance, and performance metrics. Generate reports to track the progress and effectiveness of training initiatives.
Requirements
- Proven experience in contact centre operations and training
- Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
- Excellent interpersonal skills and the ability to build rapport and trust with trainees and colleagues.
- Proficiency in instructional design principles and adult learning methodologies.
- Knowledge of contact centre technologies and customer relationship management (CRM) systems.
- Detail-oriented with strong organisational and time management skills.
- Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously.
Benefits
- Power your career ⚡️
- Work away 🌎
- Access parental leave 👶
- Work with flexibility 🏠
- Flexi Leave Days 🌴
- Hybrid set up allowance 🖥️
- Take a floating public holiday 🫶🏾
- Be rewarded 🏆
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
TH
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