Responsibilities

• Monitor daily tasks on the company’s channels
• Design onboarding/training for new hires and operation agents
• Train new hires and operation agents with efficient methods
• Identify training and development needs within an organization through job analysis, appraisal schemes, and regular consultation with managers
• Create and/or deliver a range of e-learning packages
• Produce knowledge content such as Macros, FAQs, SOPs, and articles for operation agents and customers
• Create Macros, FAQs, SOPs, and other knowledge-based content on the company’s platform and keep them up-to-date with proper writing languages
• Amend and revise training programs as necessary in order to adapt to changes occurring in the work environment
• Stay updated with developments in training and related content by reading relevant journals, and attending meetings and relevant courses
• Ensure accurate announcements on the company’s communication channels in regards to maintenance or technical issues
• Coordinate with external teams, such as People, Product, Marketing, IT, and internal teams, such as Operation, Customer Support, Quality Assurance, Customer Experience, and Customer Protection in order to fulfill customers’ inquiries and needs
• Perform additional tasks in relation to the team

Qualifications/Experience

• Bachelor’s degree in any related field

• Excellent verbal and written communication skills in English and Thai 

• Able to apply different facilitation skills according to the audiences and how things evolve during the training sessions

• Produce training materials for in-house courses

• Deliver training and development programs with high quality and a timely manner

• Amend and revise training programs as necessary in order to adapt to changes occurring in the work environment

• Stay updated with developments in training and related content by reading relevant journals, and attending meetings and relevant courses

• Coordinate with external teams, such as People, Product, Marketing, IT, and internal teams, such as Operation, Customer Support, Quality Assurance, Customer Experience and Customer Protection in order to fulfill customers’ inquiries and needs 

• Perform additional tasks in relation to the team