Customer Service Process Specialist (External Contract)

Job description
We are looking for an ambitious, experienced and dynamic Contact center Processor & trainer to join our company. In this role, you'll be responsible for scheduling and conducting training sessions for both new and experienced agents and supporting employees to keep productivity up.
Customer Service Processor & Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires, Providing CR with updated Procedure and ETC..  You will also ensure that all trainees understand and grasp the required concepts comprehensively. 
Responsibilities
· Develop digital and print educational material (e.g. videos and manuals)
· Scheduling and conducting training sessions on various contact center and customer service topics to prepare and support new agents.
· Schedule regular training sessions (e.g. monthly or quarterly)
· Training experienced agents on new or updated contact center procedures to improve their performance.
· Observing the daily operations of agents and identifying any areas of improvement.
· Identify individual and team skills gaps
· Liaising with team leaders and managers to conduct on-the-job coaching. (e.g.  how to handle difficult client cases)
· Assess the impact of each educational course on staff performance and customer satisfaction
· Measuring the effectiveness of training sessions and preparing individual or team progress reports.
· Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
· To provide complete feedback and report after each training session to the management, especially about identified gaps and issues.
· To identify new requirements, gaps, issues in training sessions and provide corrective suggestions/solutions and enhancement to improve them.
· To design, develop, communicate and update customer service processes. 
· To define processes in a way that be understandable to all customer service
· To define processes in a way that be understandable to all customer care front lines, align with company approach in achieving SLAs, customer satisfaction and customer experience targets.
· To monitor, evaluate and report the accuracy of all processes in collaboration with all related stakeholders to develop and enhance product and Services performance.
· To identify, introduce and apply standard method, framework and tool for designing and updating customer care processes, align with best practices and company process engineering approach.
· To update existing procedures, considering identified gaps
· To make sure all related category and subcategories for logs has been created and updated in Customer Service CRMs.
· To identify gaps in other departments and divisions that impact customer service processes, raise and follow up issues till their resolution with related divisions.
· To provide Frequency Asked Question for customer service processes and share it properly with their users.
· Writing clear and error-free contents that reflects the company’s voice
Requirements
· BSc degree in Education or relevant field
· Additional certification in training is a plus
· Strong teaching abilities and mentoring skills.
· Excellent communication and presentation skills and conflict resolution skills.
· Exceptional time management skills and a critical thinker.
· Good listening skills.
· Ability to work independently as well as in a team if required.
· High computer skills including proficiency with MS Word, Visio, Excel and other programs within the MS Office Suite