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&aposs 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 Note: Basic salary will be determined based on the candidate&aposs years of relevant experience, skill set, and performance during the interview process. 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) Show more Show less