Project Trainer(Global call center)- BPO companyID:49046
5,000 MYR ~ 7,000 MYRKL SentralOver 3 months agoOverview
Salary
5,000 MYR ~ 7,000 MYR
Industry
Call Center
Job Description
<Job summary>
The Project Trainer will deliver project-specific product and system training to customer service agents, and develop strategic training solution to meet the business needs of the client/project.
<Responsibility>
-Identify skill sets required for each knowledge area of the training.
-Conduct new hires on-boarding training as per lesson plan and building blocks.
-Conduct refresher training for tenured agents, as needed.
-Validate knowledge and skill transfer via sample call evaluation and role play as per required skill sets.
-Create, curate, and update training materials for blended learning (digital and conventional).
-Evaluate training effectiveness and propose areas of improvement
-Create and publish monthly quiz questions in LMS to align and validate agents' knowledge and skills.
-Propose training solution (non BAU) to address current business needs/gaps.
-Collaborate with local supervisor, team leader and QA for any quality issues, provide improvement plan if required.
-Attend calibration/alignment session with client, operations and QA in weekly or monthly basis.
-Compile, analayse and present training data/report to superior, operations and client.
-Motivate and cultivate good work habits and etiquette among the new hires.
-Mentor and coach agents for performance.
-Attend to other ad hoc tasks assigned by the superior or client.
Qualifications
Requirement
Skills & Abilities
-Excellent verbal and written communication skills.
-Excellent interpersonal and customer service skills.
-Excellent organizational skills and attention to detail.
-Excellent time management skills with a proven ability to meet deadlines.
-Proficient with Microsoft Office Suite or related software.
Education & Experience
-Bachelor's degree in any field
-At least 5 years of working experience as a trainer (contact centre background preferred)
-Experience in LMS, e-learning content curation and remote learning a plusEnglish Level
-
Other Language
English
Additional Information
Benefit
Salary RM5000- 7000
8:30am -5:30pmWorking Hour
08:30am ~ 05:30pm
Holiday
-
Job Function