Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service and Support Center (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Knowledge Management & Training Program Manager, responsible for maintaining the highest level of Knowledge resolution and Training for our global networks.
Roles & Responsibilities
Knowledge:
- Knowledge Assessment: Monitor online live Knowledge Dashboard of BPO assessments to identify BPO coaching opportunities to uplift BPO Associate knowledge levels, to deliver true resolution.
- Knowledge Gaps: Identify BPO knowledge gaps within the operation and work with XFN teams to capture missing information from subject matter experts, updating Global & Regional Processes (SOP).
- Knowledge Articles: Daily audit of public and internal knowledge portals including documents, videos, presentations, training materials to ensure knowledge alignment with Global Process (SOP).
- Knowledge Usage: Track key metrics related to knowledge base usage, provide feedback to BPO for non-usage by BPO associates.
- SOP Improvement: Data analysis of customer feedback to identify processes that are not resolving issues and work upstream with global owners to change Product, Policy or Process.
- Case-Resolution: Work closely with cross-functional teams to troubleshoot and resolve escalated issues, identify the Product/Process/People-Coaching opportunities to reduce future escalations.
Training:
- Training Assessment: Analyze training needs across all teams, design and deliver targeted training programs.
- Training Materials: Develop modular training materials, including e-learning modules, instructor-led presentations, Huddles and BPO CRM Scripts.
- BPO Training: Audit BPO training sessions to assess effectiveness of knowledge transfer and redesign to address any delivery gaps.
- Training Completion: Track training completion rates, and employee feedback, ensuring prompt completion of all required training.
- Brand Voice: Review scripts, tickets and IM Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.
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