Description
The Knowledge Base (KB) and Learning Support System are crucial for empowering WhatsApp vendor teams by providing accurate, up-to-date information and training to support informed decision-making. Our ability to maintain the integrity of these core processes will have a direct impact on key WhatsApp organizational objectives:
1. Maximising the value of our human workforce (Scaled Ops)
2. Agent Enablement (TASS* and PRM)
The role focuses on developing and managing WhatsApp Scaled Operations organizational training and knowledge assets.
Knowledge Management (50% of capacity)
* Design and build effective learning solutions.
* Manage the day-to-day operations of the learning system, reviewing ongoing work and upcoming projects.
* Collaborate with subject matter experts to develop eLearning and instructor-led learning assets in Xyleme LCMS and CSOD LMS.
* Continuously evaluate and maintain up-to-date learning material.
* Strategically package learning solutions in various scalable formats.
Instructional Design (50% of capacity)
* Develop and implement a comprehensive knowledge management strategy to capture, update, maintain, organize, and share critical workflow guidelines and information across vendor sites.
* Ensure agents have seamless access to accurate and up-to-date knowledge.
* Focus on improving operational efficiency, reducing knowledge loss, and enhancing decision-making capabilities.
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