Deskripsi Pekerjaan
Join DHL Supply Chain as a Call Centre Trainer and become a catalyst for excellence in our dynamic BPO environment. In this 1-year contract role, you'll design and deliver impactful training programs that elevate agent performance, enhance customer interactions, and drive operational efficiency. Leverage your expertise to shape the future of contact center operations through innovative curriculum development, hands-on coaching, and performance analytics. This position offers a unique opportunity to influence service quality standards while working with a global logistics leader committed to professional development.
As a CCS Trainer, you'll work in Kampong Ubi's vibrant business hub, creating immersive learning experiences that bridge skill gaps and foster agent confidence. Your contributions will directly impact customer satisfaction metrics and team productivity in a fast-paced, results-driven setting. Ideal for training professionals seeking contract work with industry exposure, this role combines strategic skill development with practical BPO experience.
Tanggung Jawab
- Design and implement comprehensive training programs for contact center agents
- Conduct engaging classroom sessions and e-learning modules on product knowledge and soft skills
- Develop assessment tools to evaluate training effectiveness and agent competency
- Provide ongoing coaching and performance feedback to agents
- Collaborate with management to identify skill gaps and training needs
- Update training materials to align with evolving business requirements
- Track training metrics and prepare progress reports for stakeholders
Kualifikasi
- Diploma in Education, Human Resources, or Business Administration
- Minimum 2 years of contact center or BPO training experience
- Certification in instructional design or adult learning principles preferred
- Strong presentation skills with ability to engage diverse audiences
- Experience with learning management systems (LMS) and training technologies
- Excellent communication and interpersonal abilities
- Proven track record of improving customer service metrics