Location: India.
Reports to: Director of Customer Care Operations (India).
Role Overview :
- As the Manager of Advocate Enablement, you will lead our integrated approach to advocate development, quality assurance, and knowledge management to enable exceptional customer support delivery.
- You will set the strategic direction and requirements for training curricula, quality monitoring programs, and knowledge resources that will be used by our BPO partners, ensuring consistent service excellence across all support channels.
- Team Overview: Chegg's Customer Care Team, known internally as The Student Advocacy Team (SAT), is a B2C support organization dedicated to providing outstanding support experiences when students need help with our products and services.
- We aim to deliver high-quality, transparent and convenient support experiences at scale to millions of students.
Responsibilities:
Training Strategy and Curriculum Design:
- Develop comprehensive training strategy and detailed learning objectives for new hire onboarding and skills development.
- Ensure engaging learning experiences that incorporate adult learning principles, utilizing multiple delivery methods including classroom instruction, e-learning modules, role-playing exercises, and hands-on simulations.
- Partner with subject matter experts and BPO content creators to create role-specific training paths and maintain current certification programs.
- Create detailed training specifications and requirements that our BPO partners can use to develop training content and delivery methods.
- Establish training effectiveness measurement criteria to enable data-driven adjustments to optimize training outcomes.
Quality Assurance Framework Development:
- Establish and maintain robust quality monitoring frameworks (rubrics, scorecards and measurement criteria) to evaluate advocate performance across all customer touchpoints.
- Define a quality monitoring strategy that drives regular adherence to performance standards that includes regular evaluation of customer interactions, scorecards, and calibration procedures.
- Establish coaching guidelines and performance frameworks and establish a process to measure the effectiveness of coaching.
- Collaborate with the Vendor Operations Manager and BPO partners to develop targeted action plans that address individual and team performance gaps and recognize exceptional performance.
Knowledge Management Strategy:
- Define knowledge base content standards and maintenance policies for both advocate-facing and customer-facing resources.
- Set content creation guidelines, approval workflows and version control procedures ensuring all knowledge resources are current, accessible and searchable supporting real-time agent performance and customer self-service.
- Design knowledge utilization metrics and content effectiveness measurement criteria.
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