Job description
Short Role Summary:
This role is really about motivating customer support teams to achieve high performance, overseeing the design and delivery of all training programs, running knowledge checks and performance analytics. Must have a broad understanding of voice, chat and email support and be a customer service fanatic.
Job Responsibilties:
Job Requirements:
This role is really about motivating customer support teams to achieve high performance, overseeing the design and delivery of all training programs, running knowledge checks and performance analytics. Must have a broad understanding of voice, chat and email support and be a customer service fanatic.
Job Responsibilties:
- Deliver client-focused training to address the new hire, product update and recursive training requirement to ensure superior workforce preparation with best in class service and delivery
- Apply effective presentation and facilitation skills Demonstrate good engagement skills, creative training techniques, including application of Adult Learning
- Effectively transfer knowledge and skills to the trainees through various classroom activities
- Deliver feedback, coaching in a positive manner and empower trainees to commit to action plans to improve performance
- Evaluate the performance of the trainees through assessments, role play sessions, etc. and communicate timely and accurately the overall readiness of everyone to the Training Lead and Training Manager
- Ensure accuracy and timely tracking of trainee scores, records, and other critical information
- Send daily reports of training sessions facilitated
- Support the training needs of new hires in the 30-60-90-day milestone and tenured agents to ensure competency levels meet business needs
- Run refresher sessions, assist in nesting, publish process knowledge tests and share results with recommended action plans
- Collaborate with stakeholders towards achievement of desired or expected business outcomes of training
- Support the recruitment process
- Maintain product and process knowledge
- Attend meetings when required and provide information as necessary
Job Requirements:
- At least 1 year experience in the BPO/ call center industry
- Training experience is an advantage
- Has collaborative and supportive attitude towards teammates and stakeholders
- Adaptable and can remain positive under sudden and unexpected challenges or changes
- Effective time management and embraces team work
- Average to above average experience on all MS packages, such as Word, Excel and Power Point
- Excellent written, speaking and comprehension skills in English.
- Depending on the market being supported, native language skill is also required.
- Strong analytical and presentation skills
- End user oriented and passionate on people development
- Strong team player and independent worker
- May require working on weekends and public holidays.
- Flexible to working from home or reporting onsite as required
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