Team Leader – Training (Operations)
Khối Vận Hành
Hồ Chí Minh
25-Operations-0428
The Customer Support Training Lead (CS Training Lead) is responsible for providing strategic leadership, overseeing the CS training team and managing workloads. They ensure the effective implementation of learning and development programs to enhance the performance and quality of CS agents. At the same time, they work closely with stakeholders to develop operational workflows and take primary responsibility for building and operating the AI chatbot used to support information retrieval for CS Team.
Mô tả công việc
1. Training and Capability Development
- Design training roadmaps and development programs for Customer Support staff (CS Team), including both in-house and BPO teams.
- Create training materials, sample scripts and conduct training sessions covering operations, soft skills, and support tools.
- Evaluate post-training effectiveness and track key performance indicators such as QA scores, productivity, AHT, etc.
2. Trainer Team Management
- Manage and develop the Trainer team (in-house and BPO): assign tasks, provide subject-matter support and mentorship.
- Provide direction, monitor performance and evaluate the effectiveness of trainers.
- Collaborate with CS Team Leaders to identify training needs and assess learner performance.
3. Process & Training Documentation Management
- Act as the primary liaison with relevant teams (Product, BU, QA...) to update and optimize CS workflows.
- Coordinate the rollout of process changes to CS teams and evaluate adoption and compliance.
- Ensure training and operational documents are consistently updated, properly versioned, and clearly communicated to all staff.
- Maintain quality control over training content, scripts, and CS-related process documentation.
4. AI Chatbot Development & Monitoring
- Collaborate with the Cell Team to develop prompts, write and review guidelines for the internal AI chatbot.
- Monitor chatbot performance (e.g., support accuracy, mistake rates) and suggest improvements in content and behavioral logic.
Yêu cầu công việc
1. Education & Experience
- Bachelor's degree in Business Administration, Education, Human Resources or other related fields.
- Minimum of 2–3 years of experience in training roles within a Customer Support environment.
- Proven experience in managing teams and organizing end-to-end training programs.
- Strong understanding of customer service workflows, cross-functional operations and service quality management.
2. Functional Skills
- Proficiency in designing training content, delivering operational, soft skills training and coaching on support tools.
- Strong system thinking, analytical skills, risk management and data-driven evaluation of training effectiveness (e.g: QA scores, productivity).
- Hands-on experience with tools such as CRM systems, QA platforms, chatbots and Google/MS Office.
3. Interpersonal Skills
- Excellent communication, active listening and clear articulation skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Proactive, adaptable and committed to continuous process improvement.
4. Preferred Qualifications
- Experience working with AI chatbots (prompt writing, guideline creation, performance monitoring) is a strong plus.
- Ability to read and write internal documentation in English.
Bạn có hứng thú với vị trí này
hoặc bạn biết một ứng viên phù hợp
