contact centre trainer

Overview

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