Trainer (Call Centre)

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 Chinese 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.

Responsibility

1. Training Program Development:

• 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.

2. Training Delivery:

• Conduct effective training sessions, to facilitate knowledge transfer and skill development among call center agents.
• Utilize various training methodologies, such as role-playing, simulations, develop e-learning & tutorial video and group discussions, to enhance learning.

3. Onboarding New Employees:

• 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.

4. Performance Assessment and Feedback:

• 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.

5. Collaboration and Continuous Improvement:

• 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.

6. Coaching and Mentorship:

• 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.

7. Reporting and Documentation:

• Maintain accurate records of training sessions, attendance, and assessment results.
• Prepare reports for management detailing training outcomes, participant progress, and recommendations for further development.

Remuneration package:

• Basic: RM3,800 – RM4,500
• Attendance allowance: RM100
• KPI allowance: up to 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
• External training will be provided and potential career progression opportunities

Working hours:

• 9:00 AM – 6:00 PM
• Monday – Friday

*Note: Working hours are subject to change based on business and operational requirements.

Working location:

• Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
• Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)

Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM3,800.00 - RM4,500.00 per month

Benefits:

• Additional leave
• Dental insurance
• Flexible schedule
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Application Question(s):

• What is your nationality?
• What is your date of birth?
• Kindly share and summarize your experience as a Trainer in a Call Centre environment
• What is your salary expectation?
• What is your earliest possible joining date?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Call Center: 3 years (Preferred)
• Customer service: 1 year (Preferred)
• Quality assurance: 1 year (Preferred)
• Teaching: 1 year (Preferred)
• Customer support: 1 year (Preferred)
• Presentation skills: 1 year (Preferred)

Language:

• English (Preferred)
• Mandarin (Preferred)
• Cantonese (Preferred)

Work Location: In person