Job Description
- Training Delivery
Conduct onboarding and refreshment training sessions for agents.
Ensure training materials are up-to-date, relevant, and aligned with operational goals.
Facilitate engaging and interactive sessions to support agent understanding and retention.
- Curriculum Development & Improvement
Collaborate with QA, Ops, and other stakeholders to develop and continuously improve training content.
Adjust training modules based on agent performance data, feedback, and business updates.
- Monitoring & Evaluation
Track post-training performance (e.g., AMB, QA scores, ZT findings) to evaluate training effectiveness.
Conduct one-on-one coaching sessions or additional training if needed.
Provide regular reports and analysis on training outcomes to relevant stakeholders.
- Stakeholder Collaboration
Coordinate closely with Operation Leads, QA teams, and WFM for training schedules and needs.
Participate in meetings and calibration sessions to stay aligned with business priorities.
- Administration & Documentation
Maintain training trackers, attendance records, and evaluation forms.
Ensure timely completion of training documentation and reporting.
- Support Program Involvement
Contribute to initiatives like the Buddy Program, Support Improvement Program, or Special Projects.
Provide feedback and recommendations to enhance agent development programs.
Requirements
- Candidate must possess Bachelor's Degree.
- Have a good knowledge about collection
- Candidate must possess Bachelor's Degree.
- Minimum 1 year of experience as a Trainer, Team Leader, or similar role in a Call Center environment.
- Experience in delivering training for new hires and refreshers is a plus.
- Outstanding communication skills and interpersonal abilities.
- Analytical mindset with excellent organizational skills.
- Strong compliance-sense and knowledge in working policies, procedures, and rules of operational process.
- Critical-thinker and problem-solver.
- Strong computer skills including Microsoft