Jordan Hogan

Senior Training Operations Manager @Zilch

London, GB

Training & Certification Strategy: Design and implement training and certification programs that align with business goals, fostering continuous employee development and skill enhancement.Internal Operations Training: Create and deliver training initiatives that streamline processes, improve productivity, and enhance cross-departmental collaboration.External BPO Training: Develop customized training for BPO partners, ensuring consistent service quality and performance alignment with organizational standards.Content & Knowledge Base Strategy/Management: Lead the creation and management of internal and external knowledge bases, ensuring content is accessible, relevant, and empowering users to find critical information quickly.AI & Knowledge Base/Help Center Automation: Work with Engineering to Integrate AI tools, such as chatbots and automated workflows, to optimize self-service capabilities and enhance the efficiency of knowledge delivery, reducing support costs and improving response times.Public Facing Help Center Content: Oversee the development of user-friendly, actionable help center content that improves customer satisfaction and reduces support inquiries.

Griffith College Cork

ICM Diploma, Project Management