Manager, Customer Experience (Training and QA)

Why we need you

A sustainable logistics business is derived from a high level of customer experience, which in turn comes from high quality CX agents; and your role will be to ensure that high standards are upheld through best in class QA policies, rigorous training and optimal processes.

What you will do

• Establish processes to gather information on effectiveness of the organisation's products and services portfolio and address client feedback
• Monitor performance of the organisation's products and services portfolio based on business objectives and performance standards
• Drive cross-functional collaboration to facilitate development and implementation of products and services portfolio
• Recommend enhancement opportunities across the organisation's products and services portfolio based on business objectives
• Review department's research and innovations to assess potential for integration into the department's products and services portfolio
• Implement strategies to drive quality in the CX operations team
• Optimise processes for improved customer experience
• Oversee contact centre quality assurance programs
• Establish standards governing customer interactions and implement monitoring programs.
• Keeping up to date with all the latest information on CS best practices with regard to quality improvement
• Oversee execution of the department's learning administration processes
• Manage logistics and resource arrangements related to learning and training
• Develop the department's learning calendar in line with business objectives and resource and demand analyses
• Establish record and database management processes across the organisation
• Manage department's enterprise risk management and mitigation plans
• Oversee implementation of corporate governance regulations across the organisation
• Oversee the implementation of business continuity strategies, policies and guidelines across the organisation
• Define common goals, direction and accountability among staff
• Manage the recruitment and selection of new staff
• Conduct manpower and resource planning for the organisation based on business objectives and demand analyses
• Conduct performance reviews for staff
• Create succession plans to manage staff development and long-term resourcing across the department
• Manage learning and development programmes across the department
• Develop staff through ongoing coaching, mentoring and career discussions

What you will need

• 6-8 years of CS experience, with at least 3 years holding a leadership position
• Bachelor's Degree
• CRM system knowledge, COPC knowledge, ISO knowledge, Training decks portfolio
• Operational Excellence
• Knowledge Management
• Performance Management
• Developing People
• Service Orientation
• Stakeholder Management
• Leadership; lead by example to exemplify excellence
• Problem Solving
• Communication
• Native Thai, Fluent English