Trainer (Contact Centre)
Telecontinent Sdn Bhd
- Kuala Lumpur
- RM 3,800-4,500 per month
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Maintain accurate records of training sessions, attendance, and assessment results.
- Prepare reports for management detailing training outcomes, participant progress, and recommendations for further development.
- 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
- 9:00 AM - 6:00 PM
- Monday - Friday
- Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
- Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)
- Annual Leave
- Medical and Hospitalisation Leave
- EPF / SOCSO / PCB
- Annual Bonus
- Training Provided
- Allowance Provided
- Performance Bonus
- 5 Working Days
Maukerja