Customer Contact Manager

Increasing the focus on training, clearly defining and deploying consistent benchmarks to be utilized
- Driving a structured, consistent, best practice approach to training
- Ensuring agents are well-trained, & equipped with the required necessary skills to be on-boarded for our Operations.
- Increase knowledge and confidence in service handling of our frontline staff, which will vastly enhance the quality of each customer interaction.
- Support internal operations teams / Stakeholders to:

- Improve / balance Time to push Agents to production without compromising quality of agent knowledge
- Exploring & driving initiatives to improve Speed of ramp for agents
- Improving our agent journey & consequent training cost to our business, thru working with enablement business units (ie. ACE & LMD) to improve in-house systems & tools for our agents.

**Key Responsibilities include**:
1. Training Framework
- Manage Training program requirements globally across all vendor contact centres and in-house contact centre (PPCC) to ensure contractual obligations & Program KPIs are met
- Drive & ensure on time initiation of training activities outlined in the training framework.
- New Hire Agent Training timeline, Knowledge / Skill Assessments, Trainer Certification Program, annual recurring mandatory training, etc.
- Establish and upkeep Training scorecard for consolidated oversight of training activities & training performance.

2. Standardized Agent On-boarding Curriculum
- Own, co-ordinate & manage overall on-boarding curriculum to ensure:

- Holistic & complete content which meet operational requirements
- Curriculum is up to date & relevant
- New Hires are equipped with strong core foundation knowledge to support Operations

3. New Training Requirements
- Where required, when new training content needs to be introduced:

- Lead training content planning, co-ordination of resources for content creation
- Should involvement of any specialist Business Units be required, work with necessary Subject Matter Experts
- Ensure timely creation of content to meet business needs

4. Trainer Resource planning & Management to support training initiatives required for:

- Global Contact Centre Vendors: Program Management Activities
- For PPCC: In addition to Program Management Activities, execution & training delivery to on-board new hires

5. Overall Roadmap for In-house Contact Centre Frontline Staff (PPCC)
- Own and oversee overall department’s holistic training roadmap for Contact Centre Frontline Staff
- For soft skills related training, partner with Corporate Learning Centre (CLC) to develop progressive, competency-based training programs in support of department initiatives for Call Center employees.

6. Continuous Improvement
- Monitor & conduct periodic reviews on training efficiency metrics to assess further opportunities to streamline & shorten time to production and speed of ramp
- Improve agent journey & consequent training cost to our business, thru working with enablement business units to improve in-house systems & tools for our agents
- Identify opportunities & drive improvement in quality of training at Program, curriculum and centre level, through regular engagements & in partnership with vendor training & operations team, and other support units.

**Requirements**:

- A good degree in any discipline
- Experience in call center management
- Experience in training and/or developing training curriculum.
- Strong analytical and problem-solving skills
- Good business acumen
- Good Interpersonal and Communication skills
- Able to make objective judgement and timely decision.
- Self-motivated
- Strong leadership skills and team player
- Able to work under stressful environment and be able to multi task.