Deskripsi Pekerjaan
Join Outsourced Quality Assured Services Inc. as an Agent Experience Lead, where you'll revolutionize how our support teams thrive. This strategic role blends hands-on leadership with innovative experience design, transforming agent journeys from onboarding through career growth. You'll architect comprehensive training ecosystems using cutting-edge LMS platforms while creating compelling learning content that drives performance excellence. Beyond program development, you'll analyze engagement metrics to identify friction points and design targeted interventions that boost agent satisfaction and retention. Your expertise will directly shape our service quality standards, ensuring every interaction reflects our commitment to excellence.
This position offers the unique opportunity to bridge operational insights with human-centered design. You'll collaborate with cross-functional teams to optimize workflows, implement feedback loops, and develop mentorship frameworks that elevate team capabilities. If you're passionate about creating environments where agents flourish and possess a track record of transforming support experiences, this role will empower you to make measurable impact on both team performance and customer outcomes.
Tanggung Jawab
- Design and implement comprehensive agent onboarding programs using LMS platforms
- Create engaging training content and performance support materials
- Analyze agent performance metrics to identify experience improvement opportunities
- Develop mentorship frameworks to accelerate agent growth and retention
- Collaborate with operations teams to optimize agent workflows
- Implement feedback mechanisms to enhance agent satisfaction scores
- Lead continuous improvement initiatives for service quality standards
Kualifikasi
- Bachelor's degree in Business, HR, or related field
- 3+ years in customer service leadership or training development
- Proven experience with LMS administration and content creation
- Strong analytical skills for performance metric interpretation
- Expertise in adult learning methodologies and curriculum design
- Experience implementing agent experience improvement programs
- Proficiency in CRM systems and Microsoft Office Suite