Banking & Finance

contact centre trainer

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Offices Singapore
Job-type Full-Time
Job Category Banking & Finance
Industries Acc & Finance
Salary SGD 5,000 - 6,500 /Month
Who you'll be working for
What requirements you'll need to be eligible
  • A university degree holder in any discipline with minimum 2 years of training and knowledge management experience in a banking or customer service/call centre environment. 
  • Existing training professionals or those with training experience preferred. 
  • A strong customer service mindset with good communication, analytical skills and problem solving skills.
  • Excellent written and spoken communication skills in English, with ability to influence stakeholders. Bilingual in a second language (spoken and written) is an advantage.
  • Resourceful and able to work independently.
  • Possess strong interpersonal skills to work effectively in a team.
  • Proficient in Microsoft Office applications.
  • To have demonstrated ability to handle multiple tasks, and able to educate and influence others to support the bank’s business, mission and customer expectations.
  • Proven experience in organization, administration, and people management would be an added advantage.
  • Change management experience is an added advantage.
What you'll be doing on the job
  • Ensures relevant, adequate training and skill development plans for all staff in performing their core duties.
  • Conducts stand-up training to impart product knowledge and other soft skills such as cross-selling, customer service and telephone etiquette.
  • Ensures optimal utilization of available resources through the development of an overall training plan.
  • Facilitates the implementation of appropriate training curriculums. 
  • Works closely with respective department heads to plan and strategize team development activities to enhance the effectiveness of teamwork.
  • Recommends and implements appropriate staff welfare activities based on business needs and applicable policy requirements.
  • Administers training evaluation survey to ensure programs implemented are beneficial and relevant to various job scopes. Proposes and executes changes based on staff feedback on training.
  • Conduct Focus Group Discussions / Forums to understand the learning needs of new and existing staff within the Call Centre.
  • Reviews the Design & Development, Delivery, Implementation and Evaluation process of in-house classroom training, continuously creating an optimal learning environment for new hires
  • Acts as the principal focal point to gather and control information needed by customer service. This includes conducting and coordinating the training and briefing sessions including the construction & compilation of training materials & products/services guides.
  • Conducts and coordinates the training and briefing sessions.
  • Gathers the training needs from respective functional areas and sources for appropriate programs (internally & externally).
  • Monitors the division’s training budget and to ensure equity distribution of resources.
  • Liaises with the Learning and Organisation Development Department to ensure training grants for staff are processed
Consultant Contact
Posted by: Varick Lee Zhao Yi
Phone: +65 81579715
Reg No: R2197221
Sound interesting?