TikTok Shop - Knowledge Management & Training Program Manager
- Ho Chi Minh City
- Permanent
- Full-time
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.Qualifications:Minimum Qualifications
- BA/BS degree or equivalent practical experience required, with at least 1 year of experience in Knowledge Management and Training in customer service, preferably within Customer Service.
- Possesses excellent written, verbal, and interpersonal communication skills, with experience in developing and executing training programs.
- Expertise in learning management systems (LMS), knowledge base platforms, and content tools.
- Skilled in communicating effectively with both team members and customers, with proficiency in English and the specified language for the market.
- Industry Standard: Strong understanding of regional industry standards, business operations and regulatory requirements.