Training Supervisor

5 months ago


George Town, Malaysia Teleperformance Full time

Overview:
**Job Summary**

If you have proven 1 year BPO supervisory experience, we have something for you

Qualifications:
**Requirements**:
**Language/Communication**
- Japanese N1 / English B2-C2
- Excellent fluency and comprehension to support traveler/partner-facing voice and/or non-voice services in the language indicated by the Contact Segment in this SOW, formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension)
- Written skills: attention to detail and ability to communicate effectively and efficiently in writing
- Listening skills: active listening; able to appreciate the context of the traveler or partner's experience
- Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency
- Polished etiquette and delivery: ability to communicate in a structured and effective manner
- Fluent English proficiency & comprehension, grammar, and spelling (spoken and written) as verified by an client-approved formal test

**Experience, Education, Certification**
- Experience in training delivery, proven facilitation skills both in person and remotely
- Contact Center experience (required)
- Experience with client products and systems (preferred)
- Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics
- Management training courses offered by Vendor (preferred)
- GDS experience (preferred for Simple/Standard Contacts; required for Complex Contacts)

**Soft Skills**
- Travel industry savvy, passion for travel, good geography and cultural knowledge
- Excellent time management: ability to multi-task while solving issue and effectively communicating with travelers or partners
- Take ownership, bias for traveler/partner resolution no matter what
- Critical and logical thinking outside the box; applies common sense
- Anticipate traveler/partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and top-notch service to the traveler/partner
- Demonstrate desire to help and solutions-mindset, investigates and takes action to meet the needs of Client and Client's travelers/partners, ability to develop effective solutions to difficult traveler/partner problems or situations (i.e., consultative skills)
- Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis
- Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with travelers/partners
- Ability to handle/diffuse difficult or irate travelers/partners effectively, set expectations and deliver information in a positive way
- Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations.
- Takes responsibility for their actions and is receptive to constructive feedback
- Makes effective decisions within their authority
- Analytical problem-solving skills; linear and logical thinking
- “Walk the talk” leadership style and proven coaching skills
- Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
- Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices

**Responsibilities**:
**Key Responsibilities**:

- Facilitate a new hire class during pre-process and process training
- Facilitate necessary or required annual upskilling or refreshers with existing resources
- Create and facilitate knowledge tests with existing Specialists and Support group in Operations
- Complete all training requirements based on the program’s specifications
- Coach new hire Specialists on their overall training and nesting performance
- Conduct mock scenarios on all channels available
- Govern the nesting process and complete deliverables on time
- Assess new hire performance during Nesting and mitigate with appropriate actions when necessary
- Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance
- Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum
- Assist in creating and developing training materials when necessary
- Follow all steps of BEST T&D



  • George Town, Malaysia GrowthFn Sdn bhd Full time

    **Salary**: RM10,000.00 - RM16,000.00 per month Schedule: - Rotational shift **Education**: - Bachelor's (required) **Experience**: - Training Supervisor/Team lead: 4 years (required) **Language**: - Japanese (required) - Native Japanese (required) **Location**: - George Town (required)


  • George Town, Malaysia Sim Leisure Waterplay Sdn Bhd Full time

    **Waterplay Supervisor in ESCAPE Penang** **Job Scope**: - Supervise the attractions in Waterplay - up to 30 staff - Conduct lifeguard training and update and maintain the personal training files of each staff - Plan and prepare the roster for Waterplay accordingly to ensure that sufficient manpower to run the park - Ensure that SOP and other safety...


  • George Town, Malaysia Gratitude Philippines Full time

    A leading BPO in Georgetown, Penang is looking for a Quality Assurance Supervisor - Locala Malaysian Mandarin Speaker to join their team. Quality Assurance Supervisor a. Language: Mandarin and English b. Specialization: Customer Service background c. Target Onboarding Date: ASAP d. Salary Range: 5,500 - 7,000 e. Location: Georgetown, Penang f. Type:...

  • Sales Supervisor

    5 months ago


    George Town, Malaysia RED6 Labels Sdn Bhd Full time

    **SALES SUPERVISORS** **Location**: Penang** **Job Summary**: Oversees the operation of counters and ensure smooth operation as required. Responsible to orient, train, schedule, monitor and manage staff at counters & outlets. **Primary Duties** - Manage (full time & part time) promoters at counters and/or at outlets - Coach, counsel, recruit, train and...


  • George Town, Malaysia Glory HR Solutions Full time

    **Position: Supervisor** **Basic Salary : RM2,500** Job Requirements: - **Must have an experience at least 1 year in Fashion Retail as Supervisor**: - Malaysian citizens with official age 18 - 40 years old - Have a good communication skills in English - Minimum SPM - Good Leadership and able to work independently Job Responsibilities: - Generate sales...

  • Cafe Supervisor

    4 months ago


    George Town, Malaysia Dawn Coffee Sdn Bhd Full time

    **MIXUE ICE CREAM & TEA** - Location: Gurney Plaza (Mixue) **JOB DESCRIPTION (Supervisor)** - Supervise front service and backend smooth operation - Coordinate with vendor and order supplies as needed - Manage daily revenue, expenses as well as café cleanliness - Nurture friendly relationship with customers **WORKING ENVIRONMENT**: - 6 days work -...

  • Site Supervisor

    5 months ago


    George Town, Malaysia TransSystem Continental Sdn Bhd Full time

    **Why this role?** EITA Resources Berhad acquired a 60% stake in TransSystem Continental Sdn Bhd (TSC) on 2016. TSC is embarking upon an exciting growth phase and as such we are seeking a Site Supervisor to join our project team. You will be responsible for the erection works at site are in accordance to technical specification to ensure TNB schedule within...

  • Site Safety Supervisor

    5 months ago


    George Town, Malaysia M Summit Builders Sdn Bhd Full time

    Preferably Valid Yellow Book Holder **Job Description**: - Supervises day to day activities within a construction site. - Conducting regular inspection to make sure safety practices in order at the site. - Checking sub-contractor work to ensure compliance with the established act and regulations. - Entails checking to know if the workers within the site...


  • George Town, Malaysia Veronica Beard Full time

    JOIN THE TEAM AT VERONICA BEARD Veronica Beard is a growing business with opportunities in design, production, operations, sales, digital, marketing and public relations. If joining a high-performing, dedicated, fun and inspired team sounds like something you'd love, take a look through our current openings. We have a dynamic team at Veronica Beard and are...


  • George Town, Malaysia SBM Offshore Full time

    **Req Id**:14215**Job Family**:Operations - Production**Location**:Georgetown, GY**Our Vision.** - SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.**Our Profile.** - We design, build, install and operate offshore floating facilities for the...


  • George Town, Malaysia Gratitude Inc. Full time

    **Role**:Quality Manager **Timings**:Rotational Shifts (Permanent) **Industry**:Other **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Communication Quality assurance Supervising Time Management mandarin + english speaker - Quality Assurance Supervisor a. Language: Mandarin and English b....


  • George Town, Malaysia Gratitude Inc. Full time

    **Role**:Team Leader-QA/QC **Timings**:Flexible (Permanent) **Industry**:Internet / Ecommerce **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Customer Service Quality assurance Must be fluent in speaking both Mandarin and English - Quality Assurance Supervisor a. Language: Mandarin and...


  • George Town, Malaysia Gratitude Inc. Full time

    **Role**:Quality Manager **Timings**:Rotational Shifts (Permanent) **Industry**:BPO **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Quality assurance mandarin + english speaker - Quality Assurance Supervisor a. Language: Mandarin and English b. Specialization: Customer Service...


  • George Town, Malaysia Gratitude Inc. Full time

    **Role**:Quality Manager **Timings**:Rotational Shifts (Permanent) **Industry**:Telecom / ISP **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Customer Service Quality Assurance/QA Quality Analyst mandarin + english speaker - Quality Assurance Supervisor a. Language: Mandarin and...


  • George Town, Malaysia Penang Retirement Resort Full time

    Our **resort** seeks a Nurse Supervisor to provide both clerical and practical support for the nurse manager so that they can focus on larger issues and responsibilities. **Responsibilities**: - Fulfil administrative and practical duties for the nurse manager. - Schedule nurses’ shifts - Thorough knowledge of legal regulations and best practices in...

  • QA Supervisor

    7 months ago


    George Town, Malaysia Teleperformance Full time

    Overview: Job Summary The Quality Assurance (QA) Supervisor will be responsible for managing QA staff, ensuring timely and effective implementation of all company’s policies, procedures, and maintaining a system of quality and reliability testing for the products and development processes. Reports directly to...

  • Concierge Supervisor

    5 months ago


    George Town, Malaysia Marriott International, Inc Full time

    **Job Number** 23140856 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Penang, 218D Jalan Macalister, George Town, Penang, Penang, Malaysia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Respond to guest requests for special arrangements or services (e.g.,...

  • Operation Supervisor

    5 months ago


    George Town, Malaysia ALV Management Sdn Bhd Full time

    Job Brief We are looking for a Supervisor to handle our laundry service. Responsibilities may include but are not limited to: To be considered for this role, you should have a valid driver’s license (GDL License) and a clean driving record with no traffic violations. Note that you don’t need to have a car; we provide drivers with our own vehicles. Job...

  • Stewards Supervisor

    5 months ago


    George Town, Malaysia Marriott International, Inc Full time

    **Additional Information** Position is available for Malaysian NRIC holders and permanent residents only. **Job Number** 24053302 **Job Category** Food and Beverage & Culinary **Location** Penang Marriott Hotel, 55 Persiaran Gurney, George Town, Penang, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position...

  • Cleaning Supervisor

    5 months ago


    George Town, Malaysia Taha Meera Enterprise Full time

    **CLEANING SUPERVISOR (PENYELIA KEBERSIHAN)** Cleaning Supervisor, your daily responsibilities include attending the morning office briefing to update cleaner attendance. In the event of staff shortages or absences, promptly arrange for additional staff to fill vacant positions. Conduct daily cleaning stock checks and place orders as necessary. Monitor...