Trainer - Mandarin

3 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia TP Full time

Overview:

We are looking for a Trainer to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications:

  • Bachelor's Degree or equivalent experience in a call centre or business-related field (e.g. management, sales or tourism).
  • Proficiency in Mandarin and English (spoken and written).
  • Minimum of 2 years training experience in a BPO setting.
  • Working experience with a premium account with either B2C or B2B is preferred.
  • Knowledge on instructional design is an advantage.
  • Usage of MS Office and typing speed of 30 WPM.

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.

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