Customer Support Manager (Knowledge Center)

Bangkok
|Permanent
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Responsibilities:

  • Manage a team responsible for onboarding, educating, monitoring, coaching, and maintaining online support tools for Access Staff
  • Ensure that staff is equipped with the requisite skills and knowledge to perform to operational management standards
  • Design training curricula and materials, selecting the most effective training methodology to meet the desired objectives
  • Scalable, ongoing employee training program to meet needs of new contact center
  • Scalable quality assurance program that is part of continuous operations of the contact center
  • Culture of sustainable improvement in quality and learning
  • Easy to navigate, scalable, routinely updated Knowledge Management System
  • Create and Manage the quality assurance methodology, metrics, and feedback process within the department
  • Assist with the updating of SOPs, work instructions, checklists, and various other documents under Quality and Training document control
  • Drive self service features using knowledge base and help center article

Qualifications:

  • Outstanding facilitation and presentation skills.
  • Demonstrated change management for large-scale initiatives.
  • Demonstrated knowledge of learning and development principles and methodologies
  • Ability to work well under pressure and to meet deadlines
  • Creativity and a passionate interest in mentoring individuals
  • Knowledge base in training methodologies, adult learning theory and evaluation processes, alternate learning formats, media and training
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Benefits & Perks
Flexible hours that suit your pace
Breakfast and lunch provided
Work from home or anywhere
Barista service available daily
MacBook provided for everyone
Afterwork beer available daily
No cap on your annual leave
Yearly company outing trip