Contect Center 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: *Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process. Working hours: *Note: Working hours are subject to change based on business and operational requirements. Working location:
