Business, Product trainer

We always welcome new active people in our TEAM to provide and develop together a great customer experience for our clients. Now we open a new position of trainer.

The trainer is expected to create curriculum and lead training, coordinate with people and resources to create effective training methodologies. It is imperative for the trainer to ensure all training materials are continually refreshed per policy updates and learnings from day-to-day operations. Customer Service Trainer’s responsibilities include facilitating on-the-job coaching, developing educational material, and organizing training sessions for new hires.

Role & Responsibilities

• Ensure that process training is delivered effectively within the stipulated timelines while maintaining desired target throughput for process training batches
• Develop & implement a training calendar based on a robust training need analysis
• Perform quality checks, developing and reviewing performance reports, identifying areas to improve, and implementing measures to improve performance levels and meet objectives.
• Language, speech and interpersonal skills training for new hires and middle management
• Develop digital and print educational material (e.g. videos and manuals)
• Organize classroom-style seminars about product features
• Conduct role-playing activities to develop interpersonal skills (e.g. mock calls, resolution, negotiation, teamwork and conflict management etc)
• Identify individual and team skill gaps
• Review and update training content on a regular basis
• Reporting compliance and adherence for all trainings conducted
• Be a highly effective Quality Checker and feedback provider — able to provide insight to trainees on how they can improve call handling cases, understanding of the materials, policies, or workflows
• Should be able to review call centre performance metrics, provide feedback and drive need based training interventions
• Evaluate trainee competency and provide targeted mentoring to keep the capability of the trainee consistent with operational requirements
• Create and maintain documentation for all training processes to ensure consistent procedures are defined and followed across
• Review team specific training and propose improvements or best practices to be adopted
• Work with stakeholders to validate the accuracy and effectiveness of training content

Skills & Experience

• English at least at upper-intermediate level
• 3+ yrs of work experience in a customer service industry
• Excellent communication skills
• Experience in a contact center (voice and non-voice) will be added advantage
• Should be flexible to work in shifts
• Strong functional knowledge and hands-on expertise, inherent ability to train and groom team members
• Team player and having ownership mindset
• Proficient in using productivity suites

What we are proposing to you

• REMOTE WORK! or in the office
• Friendly, professional, and ambitious team;
• Official employment;
• Competitive compensation;
• Financial and professional growth

We are waiting for your CV in English!