Call Center Trainer

**A. Position Overview**

As the Call Centre Trainer, you will play a pivotal role in enhancing the skills and knowledge of call centre agents. Your responsibilities will include conducting product knowledge training, refresher courses, and on-the-job assessments. You will collaborate closely with clients and project teams to update and develop training materials that align with industry best practices. Additionally, you will monitor operational performance, initiate advanced training based on assessments, and provide comprehensive training and support to new hires.

**B. Key Responsibilities**

**1. Training Delivery**:

- Conduct product knowledge training, refresher courses, and on-the-job assessments to ensure call centre agents are well-prepared and up-to-date with current practices.
- Provide on-the-job training and assessments for new hires and existing staff.
- Ensure comprehensive training and support for new hires to effectively integrate them into their roles and meet performance expectations.

**2. Training Material Development**:

- Collaborate with clients and project teams to update and develop training materials that reflect industry best practices and align with organizational goals.
- Ensure all training content is relevant, accurate, and engaging.

**3. Performance Monitoring**:

- Assess the effectiveness of training programs through feedback, performance metrics, and evaluations.
- Provide additional training and support based on individual or team performance assessments.

**4. Collaboration**:

- Work closely with other departments to address training needs and implement improvements.
- Participate in calibration sessions and cross-functional meetings to ensure consistency.

**5. Continuous Improvement**:

- Stay current with industry trends, emerging technologies, and best practices in training to continuously improve training programs.
- Seek feedback from trainees and stakeholders to refine and enhance training approaches.

**6. Administrative Duties**:

- Maintain accurate records of training activities, attendance, and assessment outcomes.
- Prepare reports on training effectiveness and outcomes for management review.

**7. Ad-Hoc Responsibilities**:

- Perform any other duties as assigned by management to contribute to the effective implementation, maintenance, and continual improvement of company processes.

**C. Qualifications**
- **Educational Background**: Possess at least Diploma and above, in any field.
- **Language: Able speak, read and write in mandarin**:

- **Experience**:Minimum of 2 years of training experience in call centre/ BPO setting
- **Skills**:

- Strong presentation and communication skills with the ability to engage and motivate trainees.
- Excellent organizational skills and ability to manage multiple training sessions and projects.
- Proficiency in Microsoft Office (Excel and PowerPoint) and familiarity with learning management systems (LMS).
- Ability to assess training needs, measure training effectiveness, and provide actionable feedback.
- Strong problem-solving abilities and proactive approach to addressing performance issues.

**Job Types**: Full-time, Permanent

Pay: RM5,000.00 - RM6,000.00 per month

**Benefits**:

- Dental insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Fixed shift
- Monday to Friday

Supplemental Pay:

- Overtime pay
- Performance bonus

**Language**:

- Mandarin (required)
- Cantonese (preferred)

Work Location: In person