Head of Learning and Knowledge Management

2 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia Tabby Full time
Responsibilities
  • Leadership & Team Management
    • Lead the Training, Content & Knowledge Management teams, driving performance and fostering a culture of excellence that transitions to the agents and Ops managers.
    • Empower and mentor a team of instructional designers, content creators, and knowledge management specialists.
    • Champion the development of high-quality training programs, content strategies, and knowledge base management that enhance customer experience delivery.
    • Collaborate closely with other teams, including Product, Operations, and Recruitment, to ensure content and training strategies align with organizational objectives, and the hiring team has your feedback of the best candidate profile.
  • Customer-Centric Training Development and Execution
    • Develop, implement, and evaluate training programs with a core focus on customer-centricity, empathy, and service excellence.
    • Continuously assess training needs and work to close knowledge gaps, collaborating with Product teams.
    • Integrate customer feedback into content creation and training strategies, ensuring frontline agents are always equipped to handle various customer inquiries.

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