รายละเอียดงาน :
Lead the team in identify training needs, perform assessment and to design the suitable courses and deliver both competency and soft skills to all levels of employees across customer service management department ensuring staff quality meet the benchmark of service industry
Develop and execute internal communication strategies and campaigns, create communication content including presentations, scripts, e-newsletter and other material as required as well as cultivate and foster customer service culture to improve employee engagement
Analyze, evaluates, recommends and implements appropriate recruitment, learning solution, internal communication to meet call center, customer service center and other service touch points requirement
Develop the comprehensive infrastructure of recruitment, training and internal communications roadmap for customer service management department
Sourcing, coordinating, and working with training providers to develop and/or suitable course for all CSRs, GL,TL and Manager level
Work closely with HRD on AIA Culture and Synergy (Q12)
