Technical Training Specialist
1 week ago
About the Role
We are seeking a highly skilled Technical Training Specialist to join our team at SummitNext Technologies Sdn. Bhd. as a Trainer (Customer Service) to provide top-notch support to our clients.
Key Responsibilities
- Develop and deliver comprehensive training programs for inbound, outbound, and support agents to enhance their skills, knowledge, and performance.
- Conduct thorough training needs analysis to identify areas for improvement based on agent performance, customer feedback, and data insights.
- Create engaging and interactive training materials, including training manuals, job aids, and e-learning modules.
- Deliver training sessions using various methods such as classroom training, on-the-job training, and virtual training.
- Evaluate training effectiveness through assessments, surveys, and focus groups to gather feedback for continuous improvement.
- Provide coaching and feedback to agents through one-on-one sessions, performance reviews, and customer feedback to boost performance.
- Analyze performance data related to agents, customer feedback, and call volume to identify areas for improvement in training and coaching.
Requirements
- Diploma/Bachelor degree with at least 2 years of work experience as Customer Service trainer or similar role.
- Experience in customer service positions in contact centres is a plus.
- Excellent presentation skills and training delivery with knowledge of various training methodologies.
- Excellent verbal, written and interpersonal communication skills.
- Ability to multitask and operate in a fast-paced team environment.
- An individual who is eager to learn and willing to go the extra mile.
- Proficiency with necessary technology, including computers, software applications, and phone systems.
- Additional certification in training is a plus.
Benefits
- Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc
- EPF & Socso
- Opportunities for promotion
- Professional development
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