Training and Development Program Manager
5 days ago
About CBS
At Canon Business Services, we empower businesses to thrive in a rapidly changing world. Through our end-to-end services, we provide tailored solutions to meet each client's unique needs. Our expertise spans from process optimization to IT services, ensuring businesses can adapt and grow.
We pride ourselves on delivering exceptional customer experiences, fostering long-term partnerships with clients. Our scalable and cost-effective solutions help businesses stay competitive and focused on their core objectives.
About The Job
- To ensure quality control of staff ticket and call handling and identify areas for improvement:
- Regularly review logged jobs for missing updates or progress
- Assess logged jobs for consistency in case notes
- Verify logged jobs adhere to call category, service call type, severity, urgency, and solution protocols
- Identify SLA breaches within 24 hours or similar
- Monitor customer updates on issue and request progress
- Examine logged jobs for adherence to escalation procedures
- Evaluate effectiveness of troubleshooting techniques used
- Audit Knowledge Base article creation by staff
- Review customer satisfaction results for additional training/improvement
- Present compiled results and recommendations to Team Managers
- Track and report KPI metrics
- Manage existing training resources, induction materials, policies, and procedures
- Develop new training programs for Managed Service teams and individuals and to:
- Deliver regular learning and development opportunities for new employees and refreshers for existing staff
- Conduct comprehensive training on ticketing systems, remote access systems, and other essential tools
- Train staff on optimal system usage, effective communication, and efficient task management
Key Qualifications:
- Proven customer service background
- Ability to inspire and equip staff to succeed
- Degree or relevant qualification preferred but not essential
- Exceptional written and spoken English skills
- Superior communication abilities in diverse settings
- Capacity to lead while following instructions
Why Join Us?
We value diversity, equity, and inclusion in our workplace. Bring your authentic self and contribute positively to our mission. Flexible work arrangements promote better work-life balance and enhance overall well-being.
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