SOP Development and Training Lead (SPX Express)

Job Description

• Proactively seek out key directional changes in wider SPX policies; directions or cross-functional changes that may have significant impact on CS processes and SOP
• Translate the changes to CS impact and align with key stakeholders on the solutions to achieve good customer experiences as well as smooth operating model for agents and SPX operations
• Lead CS Process / SOP changes & updation as well as communications to internal team to ensure optimize solutions provided for all agent type
• Ensure all changes are reflected and consistent in all knowledge based tools, news feed, communication scripts, SOPs and FAQs
• Ensure training materials are constantly updated as per new SOPs / processes
• Constantly improve training quality based on feedback from QA and CS operations leads

Requirements

• Experience in Team management
• Logical thinking and be able to guide a team to capture process flow and translate to SOP
• Ability to streamline agents SOPs, feedback to functional team or suggest method of works that continuously improve FCRs, resolution time, CSAT
• Ability to streamline internal working processes to more efficiency
• Background in training; people development AND/OR SOP development
• Experience in express logistics is a plus
• Excellent in Microsoft Excel and presentation is preferred
• Excellent verbal and written communication skills in both Thai and English