AI Agent Enablement Designer

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August 6

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Support Services Group

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B2B • B2C • eCommerce

Support Services Group is a company that provides exceptional customer care and omni-channel solutions to brands globally since its founding in 1998. They specialize in personalized customer support services, including technical support, e-commerce, retail, membership services, and B2B/B2C sales. With a focus on language capabilities to cater to emerging markets, Support Services Group supports over 20 languages, enhancing customer experience and brand loyalty. The company operates in various regions, including North America, Latin America, Europe, and Asia Pacific, serving industries such as retail, automotive, healthcare, telecommunications, and more. They are recognized for their award-winning customer service and their ability to quickly adapt to market demands.

5001 - employees

Founded 1998

🤝 B2B

👥 B2C

🛍️ eCommerce

📋 Description

• Collaborate/consult with SMEs to identify key knowledge, skills, and abilities associated with learning objectives. • Collaborate with SMEs to design AI solutions that support agents in real-time. • Leading high-level demos for the different tools for internal and external stakeholders. • Contribute to the innovation of learning products by presenting ideas for new training tools and improvement of existing ones. • Develop, deploy and monitor AI tools to enhance agent capabilities. • Analyze data from AI tools to provide insights into agent performance, customer interactions, and operational bottlenecks. • Develop materials (e.g., job aids, guides, e-learning modules) to support agents in adopting AI technologies. • In some instances, the AI Agent Enablement Designer will provide support to the rest of the L&D team helping with Learning Management System (LMS) admin duties and/or training resources development.

🎯 Requirements

• Quality Assurance (BPO Call Center is a plus) • Fluency in English is required. • Excellent communication skills including written, verbal listening and presentation. • Attention to detail is a must. • Ability to learn the business' products and processes quickly. • Excellent interpersonal skills including a professional and diplomatic demeanor. • Excellent consulting, problem solving and analytical skills. • Ability to organize and prioritize tasks, while meeting deadlines in a fast-paced environment. • Proficiency using standard Microsoft Office software such as Word, PowerPoint Excel, Outlook, SharePoint.