| Responsibilities
-Conducts briefing updates, promotions and other important inf...Responsibilities
-Conducts briefing updates, promotions and other important information that he team needs to be aware of
-Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with supervisors and managers
-Designing and developing training and development programs based on both the organization’s and the individual's needs (modules, assessment tools, certification forms and facilitator guide)
-Devising individual learning plans
-Ensuring that statutory training requirements are met;
-Amending and revising programs as necessary, in order to adapt to the changes that occur in the work environment;
-Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses;
-Other duties, tasks and projects as assigned at any time.
-Deliver new hire training on client product knowledge with emphasis on customer service and sales skills
-Supervises trainees/agents while in their training period
-Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives
-Ensure that the Daily Training Summary (DTS) which consist of trainees’ data compilation, attendance report generation, and accompanying analyses are completed and provided to the Operations team and TQM immediately after training
-Partner with clients in curriculum design and modification. Develop associated supporting materials
-Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams
-Any other duties and responsibilities assigned by management
Qualifications
-Bachelor’s degree required.
-Must have a minimum of 2 years experience with proven success in a training delivery role in a contact centre environment where concise and accurate verbal communications as well as active listening were critical skills.
-Customer service oriented with good interpersonal skills
-Must have good working attitude and a good team player
-Flexible and diplomatic in handling customer complaints issues
-Must be willing to work on shifts and working on Public Holiday
-Good command of English and local dialect. Cantonese and Mandarin is an added advantage
-Trainer should have strong communication and customer service skills as well as advanced organization, time management, and analysis skills.
