Job Description

Qualifications

Requirements:

• Bachelor’s degree or equivalent experience in a call centre or business-related field (e.g., management, sales, tourism)
• Minimum of 2 years Training Experience in a BPO setting
• Working experience with a premium account with either B2C or B2B is preferred.
• Knowledge on connected cars applications or any car-related process or CRM is an advantage.
• Knowledge on instructional design is an advantage.
• Usage of MS Office
• Typing speed: 30 wpm
• Language level
  • C2 Level in English Proficiency on both verbal and written communication
  • C2 English + Mandarin is an advantage.
  • C2 English + Bahasa is an advantage.

Responsibilities

Responsibilities:

• Facilitate a new hire class during pre-process and process training
• Facilitate necessary or required annual upskilling or refreshers with existing resources
• Create and facilitate knowledge tests with existing Specialists and Support group in Operations
• Complete all training requirements based on the program’s specifications
• Coach new hire Specialists on their overall training and nesting performance
• Conduct mock scenarios on all channels available
• Govern the nesting process and complete deliverables on time
• Assess new hire performance during Nesting and mitigate with appropriate actions when necessary
• Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance
• Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum
• Assist in creating and developing training materials when necessary
• Follow all steps of BEST T&D