Call Centre Trainer/Facilitator #ESY, Singapore

. 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)
Requirements: . 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 operations . Proficiency 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)
Interested candidates, please email your resume to (HIDDEN TEXT)
Anna See Sing Yee CEI Reg R25157535 Recruit Express Pte Ltd EA License No: 99C4599
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