Contact Centre Trainer (Cantonese & Mandarin)

• 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.

• 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.

Remuneration package:

• Basic: RM4,000 – 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)