Job Description

The objective of this job is to :

• Train new contact centre agents on product knowledge/ processes/systems/soft skills
• Provide refresher training to upscale existing agents’ skillsets
• Communicate new updates (products,processes/services) & update Training Materials for Contact Centre reference.

Manage Training Delivery Process (New Hires/Internal)

• Provide induction training for new employees.
• Conduct training across Contact Centre as per training plan and training needs
• Oversee coordination of internal & external training programs
• Describe the procedures for handling customers over the phone.
• Familiarize existing and new employees with the relevant systems utilised in the call centre.
• Conduct role plays to develop good customer handling techniques.

Performance & Process Improvement

• Conduct training needs analysis and review potential improvement to recommend development plans.
• Ensure accuracy of training information in CIMB Bank’s portal and knowledge database
• Measure end user feedback, identify areas for opportunities for improvement and implement.
• Manage team engagement and overall working environment.
• Manage team performance via feedback, coaching, product briefing and relevant knowledge sharing.

Reporting & Administration

• Review quality of training aids (i.e.manuals, visual aids etc…)
• Prepare monthly reports (i.e. training, OJT, performance assessment) for direct reports (Performance planning, feedback)
• Conduct performance management for direct reports (Performance planning, feedback)
• Prepare standard and ad-hoc reports as and when required by management (i.e. Monthly scorecard)

Job Specification

• For diploma/degree holders, minimum of 4 years of relevant Contact Centre experience is necessary.
• For non diploma/degree holders, minimum of 5 year of relevant Contact Centre experience is necessary.
• Certificattion in training/individuals with prior experience in Contact Centre Training Function is preferred.