Job Description :

* Updating and maintenance of effective customer care training materials for new hires into the member Services contact centers
* Instruction and facilitation of customer care training sessions, and the co-ordination of other instructors to deliver training as necessary
* Key participant in the product/promotion development process to ensure that suitable training materials are developed and to make sure that all relevant staff are adequately prepared to deliver the required care
* Remedial and customized training intervention when quality monitoring indicates that a particular individual or customer touchpoint is delivering sub-standard customer care
* Ongoing management of a recognition program that serves to motivate customer-facing staff, and that identifies and rewards high performance individuals for their contribution towards providing excellent service
* Identification, documentation, and sharing of best practices in customer care within to make sure that continuous learning and sharing amongst colleagues is highly encouraged
* Remaining abreast of developments in customer care, including training tools, learning methodologies etc. to make sure we are providing employees with best-in-class instruction
* Proactively identifies when poor process design is inhibiting the contact center from delivering a high standard of care. Works closely with supervisor to ensure redesign of the process or system

Client : Confidental