Learning and Development | Training Manager

Oversees all aspects of a company's support operations, including team leadership, performance improvement, and customer satisfaction strategies. Also analyze data, optimize processes, and collaborate across departments to enhance the overall customer experience and drive business success.

Collecting and analyzing data to uncover insights that inform decision-making. Doing statistical analysis and data visualization to identify trends and patterns, collaborating with teams across the organization to drive business growth and innovation. By continuously refining the analytical approaches to help organizations optimize processes and gain a competitive edge in the market.

Designing and implementing training programs to meet organizational needs. Along with assessing training needs through surveys or consultations with managers, developing training materials such as manuals and videos, coordinating training schedules and logistics, and evaluating the effectiveness of training programs through feedback and performance metrics. Also collaborates with clients to ensure training content is accurate and up-to-date, and you might also oversee the budget for training initiatives and manage a team of trainers or facilitators.

Mastering the platform's various features and functionalities to effectively manage customer support operations. This includes configuring and customizing Zendesk to align with the specific needs of your organization, such as setting up ticketing systems, automating workflows, and integrating knowledge based articles

Ensures resolutions meet standards by monitoring processes, inspecting data, and implementing corrective actions to prevent process gaps. Aso develop and maintain quality management systems and provide training for compliance.

Skilled at handling support via chat, email, and phone with clear communication, problem-solving, and empathy. Quickly understand and resolve customer issues while adapting their approach to each channel.

Mastering functions like formulas and pivot tables to analyze data effectively. Also organize information, automate tasks, and create insightful reports, making them valuable assets for data analysis and decision-making across industries.