Qualifications:
Requirements:
- Bachelor’s degree or equivalent experience in a call centre or business-related field (e.g., management, sales, tourism)
- 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 connected cars applications or any car-related process or CRM is an advantage.
- Knowledge on instructional design is an advantage.
- Usage of MS Office
- Typing speed: 30 wpm
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Language level
- C2 Level in English Proficiency on both verbal and written communication
- C2 English + Mandarin is an advantage.
- C2 English + Bahasa is an advantage.
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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