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Trainer (Contact Centre)

Trainer (Contact Centre)

TelecontinentKuala Lumpur, Kuala Lumpur, Malaysia
30+ days ago
Job description

Job Responsibility

  • 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 various training methodologies, such as role-playing, simulations, develop e-learning & tutorial video and group discussions, to enhance learning.
  • Onboarding New Employees : Facilitate the onboarding process for new hires, ensuring they are adequately trained on company policies, procedures, and customer service protocols.
  • Provide ongoing support and guidance during the initial ramp-up period to ensure a smooth transition into their roles.
  • Performance Assessment and Feedback : Monitor and assess the effectiveness of training programs through evaluations, feedback, and performance metrics.
  • Provide constructive feedback to agents post-training to reinforce learning and address any knowledge gaps.
  • Collaboration and Continuous Improvement : Work closely with Quality Assurance and Operations teams to identify training needs and areas for improvement based on performance metrics and customer feedback.
  • Update training programs and materials regularly to reflect any 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, providing guidance and support as they apply their training in day-to-day interactions.
  • Reporting and Documentation : Maintain accurate records of training sessions, attendance, and assessment results.
  • Prepare reports for management detailing training outcomes, participant progress, and recommendations for further development.

Job Requirements

  • Proven experience as a trainer or facilitator in a call center or customer service environment.
  • Excellent written and verbal communication skills in Bahasa Malaysia & English (Mandarin language proficiency will be an added advantage.)
  • Bachelor's degree or diploma in a related field.
  • Strong organizational and time management abilities, with the capacity to prioritize tasks and meet deadlines.
  • Strong understanding of call center processes, procedures, and customer service best practices.
  • Excellent public speaking and presentation skills, with the ability to engage and motivate learners.
  • Skilled in developing engaging and comprehensive training materials.
  • Demonstrated leadership and mentoring capabilities in fast-paced and high-pressure environments.
  • Proficient in Microsoft Office Suite, particularly PowerPoint.
  • Certification in training methodologies or instructional design is a plus.

    • Job Benefits

  • Remuneration package : Basic : RM3,800 – RM4,500, Attendance allowance : RM100, KPI allowance : up to RM500
  • Annual salary increment & performance bonus
  • Medical & hospitalization covered
  • EPF, SOCSO and EIS covered
  • External training will be provided and potential career progression opportunities

    • Working Hours

  • 9 : 00 AM – 6 : 00 PM, Monday – Friday
  • Note : Working hours are subject to change based on business and operational requirements.

    • Working Location

  • Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
  • Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)

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    Trainer • Kuala Lumpur, Kuala Lumpur, Malaysia