Operations Enablement Specialist
Operations Enablement Specialist
We are looking for an Operations Enablement Specialist who will design, implement and own the framework in SOP documentation, Training program and Quality control for our Operations function. This role develops training curricula, delivers advanced learning programs, and evaluates their effectiveness.
They also own the QA framework, perform deep-dive reviews, and partners with leaders to drive process improvements. By ensuring clarity, consistency, and compliance in operational practices, the Specialist strengthens team performance and mentors colleagues to build enablement capability across the function.
"It's surely our responsibility to do everything within our power to create a planet that provides a home not just for us, but for all life on Earth."
David Attenborough
About Flo
Hi, we’re Flo, and we are on a mission to switch as many people and businesses as possible to clean, renewable energy.
We do that by making clean energy as cheap as conventional energy, investing in smart technology to reduce our operating costs and passing the savings to our members. And yes, it's not impossible.
We are pushing boundaries and breaking conventions of the traditional electricity retailer. To do so, we are looking for like-minded people who share our passion for technology and sustainability. You might be the one we are looking for!
Find out more about us on https://floenergy.sg/business/about
What you will be doing:
Be the owner of Operations Training, Quality and Knowledge base framework.
Design & continually improve our knowledge base framework for our operation teams through technology and creativity.
Build structured and effective learning programs for our existing operation teams to optimize functional efficiency and effectiveness and our new hires training program.
Implement & monitor QA framework to our operation teams and partner closely with Operation leaders to establish regular and effective quality monitoring to ensure we are providing compliant and consistent quality of service to our customers.
Partner with Operations team in identifying performance optimization opportunities, process gaps and technology adoption opportunities to enable the team to scale and deliver optimum quality of service.
You will be a good candidate if you have:
Experience in designing & facilitating training programs for operation teams
Experience in creating QA Framework or done the role of QA Analyst for contact centre operation teams
Experience in creating Knowledge base/SOP or done SOP documentation work for contact centre operation teams
Able to articulate and communicate to people of all levels in a clear and concise manner
A creative mindset and passion to build from scratch
Able to think out of the box and implement creative knowledge enablement solutions
Excellent project management skills, to plan, prioritize and execute based on business priorities
Extra points if you:
Have experience and proficient in using training tools such as Loom or other learning management tools
Have the ability to experiment and implement emerging learning technologies - or have done it before!
Have prior work experience in the energy market.
Have proven experience in implementing process improvement and change management
Culture and benefits:
A challenging scale-up position where you can make an impact.
Get involved in our development and regional expansion from the ground up to chart the future of Flo.
A lot of freedom and an essential role in the team.
Work in an open-minded and dynamic environment with a talented team.
Enjoy generous time-off because you also need to recharge your energy levels!
Join a fast-growing electricity retailer that's making renewable energy accessible for all
We are hiring people with different levels of experience, we would love to hear from you, even if you feel unsure about meeting every requirement listed.
Join us as our new Operations Enablement Specialist!