Call Centre Trainer/Facilitator #ESY

• 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:

• At 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)

Interested candidates, please email your resume to annasee@recruitexpress.com.sg

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted