Job Responsibilityo To carry out tasks given by the direct manager in a timely manner.
o Performance ownership of 0-30 day new hires within SSC. Oversee & Co Own performance for 0-30 day new hires at BPO partner site.
o Provide onboarding training and coaching support across a wide range of skills including initial job skills, technical and systems training and
call-handling skills to our New Joiners.
o To assist in delivering & meeting the Organizational & Operational Customer Service Standards
o Organize training tools, classroom hand-outs & follow up to achieve efficient training attendance and delivery
o Arrange for the maintenance of all necessary equipment and training materials relating to the effective delivery and measurement of training, not limited to assessments, training materials
o Assess training effectiveness to ensure incorporation of taught skills and techniques into staff work behavior
o Compiling Training Evaluation & Customer Service Test result for reporting
o Co-ownership for e-learning platform creation on the given LMS.
o Co-ownership of content/ learning material for agent consumption based on new campaigns, new promotions, new SOP launches and other relevant foodpanda initiatives
o Co-ownership for assessment/quiz creation/rollout & reporting using Gamify and other associated tools.
o Co-ownership of training across SSC + all BPO, including but not limited to train the trainer, refreshers, assessments, content creation and other initiatives aimed at performance improvement
o Conduct group refresher training using classroom sessions OR Conduct one to one coaching/side by side coaching for individual agents.
Track effectiveness and improvement for pre/post training intervention
o Partner with Operations & BPO to drive improvements in overall performance measured through QA & NPS.
o Weekly meetings & governance calls with SSC operations & Partner BPO for measurement on adherence to SSC training framework & training methodology
Job RequirementsJob Benifits
