Contact Centre Trainer

Overview

Telecontinent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Base pay range

Salary information is provided during the interview process and discussions with the recruiter.

Responsibilities

• Training Program Development : Design and develop comprehensive training programs that cover process and procedural knowledge essential for operations. Create engaging training materials, including manuals, process guides, presentations, and e-learning modules.
• Training Delivery : Conduct effective training sessions to facilitate knowledge transfer and skill development among call center agents. Utilize methods such as role-playing, simulations, e-learning, tutorial videos, and group discussions to enhance learning.
• Onboarding New Employees : Facilitate onboarding for new hires, ensuring they are trained on policies, procedures, and customer service protocols. Provide ongoing support during the initial ramp-up period.
• Performance Assessment and Feedback : Monitor and assess training effectiveness through evaluations, feedback, and performance metrics. Provide constructive feedback to agents post-training to reinforce learning.
• Collaboration and Continuous Improvement : Work with Quality Assurance and Operations teams to identify training needs based on performance metrics and customer feedback. Update training programs to reflect changes in processes, technology, or best practices.
• Coaching and Mentorship : Offer ongoing coaching and mentoring to agents to reinforce learning and improve performance. Act as a resource for agents in applying training to day-to-day interactions.
• Reporting and Documentation : Maintain records of training sessions, attendance, and assessment results. Prepare reports for management detailing training outcomes and recommendations.

Job Requirements

Benefits

Working Hours

Working location

Seniority level

Employment type

Job function

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