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Process and Training Associate, Customer Care

1 day ago

Taguig, National Capital Region, Philippines Lazada Full time

Work arrangement

Full 5-day work in the office

Key Tasks & Responsibilities

  • Analyze and identify process opportunities, develop action plans, and implement improvements across six ventures.
  • Monitor and measure the impact of new or improved processes rolled out to ensure achievement of desired outcomes.
  • Coordinate creation of training materials, e-learning modules, and job aids across BPO partners
  • Foster interactive and engaging learning experience to promote knowledge retention & skill upskilling
  • Collaborate across stakeholders to assess training needs & develop programs to achieve business results
  • Drive insight-sharing initiatives with key stakeholders and leadership on projects, top pain points, and agent opportunities.

Qualifications & Skills

  • A minimum of 3 years of experience in training, learning & development or operations, with at least 1 years in a leadership role
  • Proficient in designing and delivering training programs across various mediums (e-learning, classroom, hybrid)
  • Able to balance operational optimization needs and long-term strategic thinking
  • Proven experience in managing and developing training teams; inhouse & BPO
  • Good stakeholder management skills with ability to influence across various levels & functions
  • Agility and flexibility to thrive in a high-pressure working environment and industry.
  • Proficiency in English