Deskripsi Pekerjaan
TechTiera is a leading innovator in the technology sector and is seeking a passionate and experienced Contact Center Trainer to join our dynamic team in Kuala Lumpur. In this key role, you will be instrumental in developing and delivering high-quality training programs that empower our contact center agents to deliver exceptional customer service. We are looking for a dedicated professional who excels at translating complex product knowledge and technical processes into clear, engaging, and practical learning modules. If you have a knack for teaching and a desire to drive performance improvement within a high-paced environment, we want to hear from you.
As a Trainer, you will collaborate closely with management to identify skill gaps and design curricula that align with our business objectives. Your work will directly impact customer satisfaction scores and operational efficiency. You will have the opportunity to foster a culture of continuous learning and development while enjoying a supportive and collaborative work environment. We are committed to investing in our employees, providing you with the tools and resources needed to succeed in your career.
Tanggung Jawab
- Design and develop comprehensive training curricula, including e-learning modules, workshop materials, and job aids for new hires and existing staff.
- Deliver engaging training sessions covering communication skills, product knowledge, call handling procedures, and conflict resolution.
- Conduct regular training needs assessments to identify skill gaps and recommend tailored development programs.
- Monitor and evaluate training effectiveness through quizzes, role-plays, and post-training performance metrics.
- Update and maintain training documentation to reflect changes in products, services, and company policies.
- Act as a subject matter expert on contact center operations and best practices.
- Collaborate with the HR department to support onboarding processes and talent development initiatives.
Kualifikasi
- Bachelor’s degree in Education, Communications, Business Administration, or a related field is preferred.
- Minimum of 2-3 years of experience in a Contact Center, Customer Service, or Training & Development role.
- Proven experience in designing and facilitating training programs for diverse audiences.
- Excellent verbal and written communication skills in English.
- Strong presentation, facilitation, and public speaking abilities.
- Ability to adapt training styles to suit different learning preferences and levels.
- Proficiency in using Learning Management Systems (LMS) and Microsoft Office Suite.