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1 year contract Trainer (Contact Centre) #EAT
RECRUIT EXPRESS PTE LTDD09 Cairnhill, Orchard, River Valley, SG21 hours ago
Job descriptionAt least five (5) years of experience in training and / or quality assurance within a contact centre environment, with at least two (2) years in a managerial role. At least 3 years' experience in a training role within a contact centre or similar customer service setting Demonstrated experience in developing and delivering training programs and content for new hires, existing staff, and upskilling initiatives received from old and current documentation In-depth knowledge of contact center operations, best practices, and industry standards Thorough understanding of government policies and procedures relevant to the contact center’s operations Proficiency in instructional design and adult learning principles Strong communication and presentation skills, with the ability to convey complex information clearly and concisely Expertise in utilizing various training methodologies (e.g. train the trainer) and technologies to facilitate rapid learning and knowledge retention Able to synthesis various new / updated programs into comprehensive training resources (e.g. presentations, handouts, e-learning module)
Roles & Responsibilities
Responsibilities :
- Build and execute learning strategies and training program
- Evaluate individual (new and existing), organization and program training and development needs
- Translate requirements into trainings program (classroom or online) through variety learning methods
- Implement various learning methods (e.g. OJT, e-learning, simulation etc) during training program to achieve knowledge retention
- Assess training effectiveness to ensure incorporation of taught skills and techniques into staff work behavior
- Report training progress
- Assist to capture new processes and information into the knowledge portal.
- Maintain the content in the knowledge portal are up-to-date by liaising with various stakeholders
- Proactively review the content to improve effectiveness and user friendliness to promote FCR (First Call Resolution) and CSAT (Customer Satisfaction)
Requirements :
For interested candidates, please send your updated resume :
Email : angelateh@recruitexpress.com.sg
Telegram : @Angie_TL
Whatsapp : +65 96272860
Angela Teh Ling Wei
(CEI No.R1104464)
Recruit Express Pte Ltd
EA License No. 99C4599
Tell employers what skills you have
Coaching
Classroom
Quality Assurance
Interpersonal Skills
Training Needs Analysis
Presentation Skills
Customer Satisfaction
Instructional Design
Customer Service
Facilitation
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Centre Year Contract • D09 Cairnhill, Orchard, River Valley, SG