Project Trainer(Global call center)- BPO companyID:49046

5,000 MYR ~ 7,000 MYRKL SentralOver 3 months ago

Overview

  • 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 plus

  • English Level

    -

  • Other Language

    English

Additional Information

  • Benefit

    Salary RM5000- 7000
    8:30am -5:30pm

  • Working Hour

    08:30am ~ 05:30pm

  • Holiday

    -

  • Job Function