Specialist, Knowledge Management at T2 (Formerly 9Mobile)

Job Summary

• Assist in implementation of training plan for frontline teams, manage stakeholders, drive knowledge management goals, engage team members and monitor team performance as well as conduct recruitment test, and manage CRM customization.

Principal Functions
Tactical:

• Assist in continuous improvement of training and knowledge management processes and ensure quality deliverables.
• Assist to establish and maintain relationships with key stakeholders and manage the training partnership program.
• Assist in management of training and knowledge management projects and programs.
• Develop initiatives that ensure increasing usage and satisfaction on Knowledge Management tools.
• Assist in projecting Knowledge Management as an enabler to achieving departmental goals

Operational:

• Conduct periodic knowledge verification on all KCR (Key Customer Related) jobs
• Provide creative and effective blended learning approaches to all participants on a diverse range of subject matter.
• Support training frontline training team by providing tools and environment for authoring, facilitation of training.
• Provide appropriate intervention program to address the gaps (e.g. On-the-Job Training, Assessment centre, Class/video training, E-learning)
• Facilitate trainings and experiential learning session's frontline teams and other stakeholders.
• Update information and maintain integrity of Knowledge Management tools.
• Conduct periodic Knowledge Verification for all Key Customer Related jobs
• Manage information sharing and archiving in the customer care teams and provision of information sharing tools to all teams.
• Monitor performance trends, to take appropriate actions to constantly improve productivity.
• Ensure all working tools are in good condition for team usage.
• Ensure team key performance parameters monitored and controlled towards consistent delivery of quality service to stakeholders.
• User and Content administration of Online Training Portal and Knowledge Base Portal
• Ensure that Product Information is published on the Knowledge Base prompt
• Manage Customer Care customization (SLAs, Call Categories, SMS Customization) on CRM
• Assist in budgetary planning and implementation needs of the unit.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Training (Frontline Sales & Customer Care).
• Perform any other duties as assigned by the Manager, Training (Frontline Staff & Customer Care)

Educational Requirements

• First degree or equivalent in a relevant discipline.

Experience, Skills & Competencies

• Three (3) to Five (5) years' work experience in Training and Knowledge Management.