深圳招聘

The CS/RS Specialist will be responsible for training, project support and procedural documentation relating to the processes undertaken in the CS/RS department. In respect to training the role will include creating, implementing, and delivering training to new hires and existing staff in the CS/RS Department. This will be completed in conjunction with the Department Manager, Supervisors and the training team. The role will own the identification of additional training needs as they arise. This individual will be responsible for supporting all aspects of Product training and must undertake production work to keep abreast of changes and impacts to users.

All documentation for the department in respect to Process and Procedure will be owned and updated by the specialist. All Push changes impacting the department will be reviewed by the specialist with the support of the Product group.
Any department specific project management will be owned by the specialist and subsequent status reporting.

The role will work closely with agents, Senior Agents and Supervisors but will report directly to the Department Manger or a delegate of the managers' choice.
? Performing continuous training needs analysis for existing staff in CS/RS department
? Detail and map training roll-outs and task plans, delivering to department management and training department
? Design and deliver specialized training to existing staff as needed or when the product is updated
? Responsible for delivering, improving and maintaining new hire training and refresh training material.
? Conduct regular reviews of the impact and effectiveness of all training undertaken, developing tools for monitoring training and evaluation as appropriate.
? Work with the Training team to keep up to date with training initiatives and coordinate improvements in training skills
? Detail mentoring exit criteria for new staff and training upgrades.
? Work on production items to aid understanding of process and issues and feed learning back to training and mentoring.
? Update all process and procedure documents and flows.
? Co ordinate all Push impacts and training to the team, working with the Product team to achieve maximum learning.
? Project plan all local departmental initiatives and document status reports.
? Work on specific project(s) in coordination with the Department Manager and Supervisors.
? Continually foster a positive, cooperative attitude to all employees.


Job Requirements

? At least 3 years work experience, in the CS/RS department
? Experience in training and the creation of supporting documentation desirable
? Project Management experience valued.
? Self-motivated to identify the gaps of training and procedures

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