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Contact Centre Trainer
TelecontinentKuala Lumpur, Kuala Lumpur, Malaysia30+ hari lalu
Penerangan pekerjaanProven 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 is a plus). 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 environments. Proficient in Microsoft Office Suite, particularly PowerPoint. Certification in training methodologies or instructional design is a plus. Remuneration package : Basic RM3,800 – RM4,500; Attendance allowance RM100; KPI allowance up to RM500; Annual salary increment & performance bonus; Medical & hospitalization coverage; EPF, SOCSO, and EIS coverage; External training and potential career progression opportunities. 9 : 00 AM – 6 : 00 PM Monday – Friday Note : Working hours are subject to change based on business and operational requirements. Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance) Associate Full-time Customer Service Industries : Outsourcing and Offshoring Consulting
Overview
Telecontinent Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Join to apply for the Contact Centre Trainer role at Telecontinent .
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.
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Trainer • Kuala Lumpur, Kuala Lumpur, Malaysia