Position Overview
As the Call Centre Trainer, you will play a pivotal role in enhancing the skills and knowledge of call centre agents. Your responsibilities will include conducting product knowledge training, refresher courses, and on-the-job assessments. You will collaborate closely with clients and project teams to update and develop training materials that align with industry best practices. Additionally, you will monitor operational performance, initiate advanced training based on assessments, and provide comprehensive training and support to new hires.
Key Responsibilities
1. Training Delivery :
- Conduct product knowledge training, refresher courses, and on-the-job assessments to ensure call centre agents are well-prepared and up-to-date with current practices.
- Provide on-the-job training and assessments for new hires and existing staff.
- Ensure comprehensive training and support for new hires to effectively integrate them into their roles and meet performance expectations.
2. Training Material Development :
Collaborate with clients and project teams to update and develop training materials that reflect industry best practices and align with organizational goals.Ensure all training content is relevant, accurate, and engaging.3. Collaboration and Calibration :
Provide cross-functional support, including Nesting Support, Side-by-Side Coaching, Call Audits, and Calibration sessions.Partner with the TQO (Training, Quality, Operations) Team to drive continuous improvement and business excellence.Analyze reporting data to develop actionable insights and follow-up training plans based on observed performance trends4. Continuous Improvements
Assess the effectiveness of training programs through feedback, performance metrics, and evaluations.Provide additional training and support based on individual or team performance assessments.Stay current with industry trends, emerging technologies, and best practices in training to continuously improve training programs.Actively seek feedback from trainees and stakeholders to refine and enhance training approaches.5. Administrative responsibilities
Maintain accurate records of training activities, attendance, and assessment outcomes.Prepare reports on training effectiveness and outcomes for management review.C. Qualifications
Educational Background : Possess at least Diploma and above, in any field. SPM graduates may be considered if they have relevant working experience.Experience : At least 1 year of experience as Trainer in call centre environment is required. Candidates with Six Sigma / COPC certification are highly preferred.Skills :Proficiency in Microsoft products, especially Excel and PowerPointStrong understanding of Training frameworks, SOP compliance, and process improvement strategiesExcellent verbal and written communication skills in both Mandarin Chinese (Traditional) and English.Ability to work under minimal supervision, multitask, and adhere to tight timelines and schedulesResults-driven with strong analytical abilities, attention to detail, and effective communication and interpersonal skillsFamiliarity with QA and CRM tools (e.g., Zendesk, Salesforce, NICE) is a plusWorking Hours : 9am - 6pm ( Monday - Friday )
Work Location : Sunway Visio Tower Cheras KL
Availability : Immediate Joiner
Job Type : Full-time
Pay : From RM5,000.00 per month
Application Question(s) :
How many years' experience do you have as a Contact Centre Trainer?Have you worked in a call center before?Language :
Mandarin (Required)Bahasa (Preferred)Work Location : In person
