Training Manager (Call Centre)

We are in search of a proficient Training Manager to join our call center team, who will be leading a group of trainers and responsible for developing and delivering comprehensive training programs for staff, enhancing service excellence, and maintaining industry standards.

Job Responsibilities:

• Develop and deliver comprehensive training programs for staff, including customer service representatives and all front-facing officers
• Calibrate transaction monitoring with assessors
• Design and implement quality processes jointly with relevant business units
• Perform checks on the efficiency and effectiveness of the quality processes
• Collaborate with management to identify training needs and develop customized programs to address specific areas of improvement
• Enhance service excellence by recommending and implementing national and internal quality frameworks in the organization
• Maintain training records and documentation, ensuring compliance with industry standards
• Act as a liaison between clients, handling complex technical inquiries and ensuring exceptional customer service
• Trainer for our Accredited Training Organization to deliver classes for our staff
• Manage the company’s ISO Quality Management System including documentations and audits
• Manage Customer Feedback Management database and ensure service quality feedbacks are documented for service recovery efforts and improvement plans
• Analyze service quality trends, conduct root cause analysis and make recommendations to improve service framework based on findings
• Work closely with operations department to identify gaps and improve service quality
• Conduct learning needs analysis and plan staff training to improve service quality as needed
• Manage and implement projects/ events on service quality improvements and awareness program, not limited to staff training, recognition programs and team bonding events
• Align internal service standards with industry benchmarks
• Develop and review training plan
• Coach Contact Centre Executives or Team Leaders as and when necessary
• Conduct training as and when necessary
• Involve in meetings with Clients as and when necessary
• Any other assignments as and when required

Job Qualifications:

• Bachelor’s degree in Business, Education, Human Resources, Communications, or a related field
• Minimum 5 years of experience in training, preferably within a call centre or customer service environment
• Certification in the Advanced Certificate in Learning and Performance (ACLP) or Advanced Certificate in Training and Assessment (ACTA) is required
• Proven experience in designing, delivering, and evaluating structured training programs
• Strong understanding of adult learning principles and instructional design methodologies
• Excellent communication, facilitation, and stakeholder management skills
• Strong coaching and mentoring capabilities to drive performance improvement
• Ability to analyse performance data and identify training needs
• Strong organisational, planning, and follow-up skills with attention to detail