Design and develop comprehensive training programs that cover process and procedural knowledge essential for operations.
Create engaging training materials, including manuals, process guides, presentations, and e-learning modules.
Conduct effective training sessions, to facilitate knowledge transfer and skill development among call center agents.
Utilize various training methodologies, such as role-playing, simulations, and group discussions, to enhance learning.
Facilitate the onboarding process for new hires, ensuring they are adequately trained on company policies, procedures, and customer service protocols.
Provide ongoing support and guidance during the initial ramp-up period to ensure a smooth transition into their roles.
Monitor and assess the effectiveness of training programs through evaluations, feedback, and performance metrics.
Provide constructive feedback to agents post-training to reinforce learning and address any knowledge gaps.
Work closely with Quality Assurance and Operations teams to identify training needs and areas for improvement based on performance metrics and customer feedback.
Update training programs and materials regularly to reflect any changes in processes, technology, or best practices.
Offer ongoing coaching and mentoring to agents to reinforce learning and improve performance.
Act as a resource for agents, providing guidance and support as they apply their training in day-to-day interactions.
Maintain accurate records of training sessions, attendance, and assessment results.
Prepare reports for management detailing training outcomes, participant progress, and recommendations for further development.
Job Requirements
Proven experience as a trainer or facilitator in a call center or customer service environment.
Excellent written and verbal communication skills in Bahasa Malaysia, English & Mandarin (skill in written and spoken Cantonese would add advantage)
Bachelor's degree or diploma in a related field.
Strong organizational and time management abilities, with the capacity to prioritize tasks and meet deadlines.
Strong understanding of call center processes, procedures, and customer service best practices.
Excellent public speaking and presentation skills, with the ability to engage and motivate learners.
Skilled in developing engaging and comprehensive training materials.
Demonstrated leadership and mentoring capabilities in fast-paced and high-pressure environments.
Proficient in Microsoft Office Suite, particularly PowerPoint.
Certification in training methodologies or instructional design is a plus.
Job Benefits
Remuneration package:
Basic: RM3,000 RM4,500
Attendance allowance: RM100
KPI allowance: RM500
Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
Annual salary increment & performance bonus
Medical & hospitalization covered
EPF, SOCSO and EIS covered
Working Hours
9:00 AM 6:00 PM or 10:00 AM - 7:00 PM (Depend on project assigned)
Monday Friday
Note: Working hours are subject to change based on business and operational requirements.
External training will be provided and potential career progression opportunities
Working location:
Level 17, Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)
