Call Centre Trainer #ESY, Singapore

Description

Responsibilities

Build and execute learning strategies and training program
Evaluate individual (new and existing), organization and program training and development needs
Translate requirements into trainings program (classroom or online) through variety learning methods
Implement various learning methods (e.g. OJT, e-learning, simulation etc) during training program to achieve knowledge retention
Assess training effectiveness to ensure incorporation of taught skills and techniques into staff work behavior
Report training progress
Assist to capture new processes and information into the knowledge portal.
Maintain the content in the knowledge portal are up-to-date by liaising with various stakeholders
Proactively review the content to improve effectiveness and user friendliness to promote FCR (First Call Resolution) and CSAT (Customer Satisfaction)

Qualifications

At least five (5) years of experience in training and/or quality assurance within a contact centre environment, with at least two (2) years in a managerial role.
At least 3 years' experience in a training role within a contact centre or similar customer service setting
Demonstrated experience in developing and delivering training programs and content for new hires, existing staff, and upskilling initiatives received from old and current documentation
In-depth knowledge of contact center operations, best practices, and industry standards
Thorough understanding of government policies and procedures relevant to the contact center’s operationsProficiency in instructional design and adult learning principles
Strong communication and presentation skills, with the ability to convey complex information clearly and concisely
Expertise in utilizing various training methodologies (e.g. train the trainer) and technologies to facilitate rapid learning and knowledge retention
Able to synthesis various new/updated programs into comprehensive training resources (e.g. presentations, handouts, e-learning module)

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Highlights

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