Customer Care Operations
1 week ago
**Manage unit learning objectives and activities**
- Asses and manage team business related tranning needs and develop range of learning solutions based on each need
- Working collabortively with HR colleaques to identify individual team business related tranning needs
- Ensure buidling people capabilties for technical and untechnical skills
**Projects delivery and system enhancment**
- Work closely with Customer Care deparment senior leaders to identify yearly key projects in aligment with the business startegy and ensure dirnging of continous improvement
- Ensure proejcts requirments submission to concerns stakeholders (Digital, IT, HR, etc)
- Ensure projects delivery and imeplenation on timely manner
- Drive the digital agenda within Customer Care
- Meet with vendors if necessray
- Measrue the impact of deliverables
- Carry out on-going process improvement activities to reduce costs and increase efficiency.
**Monitors efficiency and quality**
- Ensure the department perfomance is systmeitcially analysed to assess the impact of prcoess on staff perfomance
**Data management and reporting and analysis**
- Develop end user analytic Dashboard through automated systems in collaboration with IT and Digital Factory
- Design and implement systems and processes to for data consolidation, analysis, and reporting for internal operations
- Analyse data from Various sources and conduct statistical analysis with large data sets in storage
- Identify possibilities for data reporting automation
- Deliver key dashboards and KPIs for Customer Service departments
- Handle customer service ad-hoc reports and follow-up with other deparments requested report
**Skills**:
- CIPD/ CTP or equivalent
- Six sigma will be a plus
- Experience in designing and delivering a range of training solutions for Customer Service
- Strong trouble shooting, problem-solving and analytical skills.
- Organization and planning skill
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