Call Center Trainer

2 days ago

Kuala Lumpur, Malaysia Transcosmos Malaysia Sdn Bhd Full time

**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.

**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. Collaboration and Calibration**:

- Provide cross-functional support, including Nesting Support, Side-by-Side Coaching, Call Audits, and Calibration sessions.
- Partner with the TQO (Training, Quality, Operations) Team to drive continuous improvement and business excellence.
- Analyze reporting data to develop actionable insights and follow-up training plans based on observed performance trends

**4. Continuous Improvements**
- Assess the effectiveness of training programs through feedback, performance metrics, and evaluations.
- Provide additional training and support based on individual or team performance assessments.
- Stay current with industry trends, emerging technologies, and best practices in training to continuously improve training programs.
- Actively seek feedback from trainees and stakeholders to refine and enhance training approaches.

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

**C. Qualifications**
- **Educational Background**: Possess at least Diploma and above, in any field. SPM graduates may be considered if they have relevant working experience.
- **Skills**:

- Proficiency in Microsoft products, especially Excel and PowerPoint
- Strong understanding of Training frameworks, SOP compliance, and process improvement strategies
- Excellent verbal and written communication skills in both **Mandarin Chinese (Traditional)** and **English**.
- Ability to work under mínimal supervision, multitask, and adhere to tight timelines and schedules
- Results-driven with strong analytical abilities, attention to detail, and effective communication and interpersonal skills
- Familiarity with QA and CRM tools (e.g., Zendesk, Salesforce, NICE) is a plus

**Working Hours**: 9am - 6pm ( Monday - Friday )

**Work Location**: Sunway Visio Tower Cheras KL

**Availability**: Immediate Joiner

Pay: From RM5,000.00 per month

Application Question(s):

- How many years' experience do you have as a Contact Centre Trainer?
- Have you worked in a call center before?

**Language**:

- Mandarin (required)
- Bahasa (preferred)

Work Location: In person

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