Responsibilities:
- Prepare and develop training materials and plans for Contact Centre
- Be an effective and contributing member of the LCSC Management Team, ensuring that the overall objectives of the LCSC are supported.
- To train the Contact Centre's Customer Support Agents / Quality Assurance (QA)/ Client Support Manager (CSM) / Team Managers (TM)
- Co-ordinate trainings and orientation programs for new hire.
- Filing & compiling training effectiveness data
- Assessing and recommending course nominations
- Coordinating course registration with the relevant HR department, vendors or CCS stakeholders
- To create/update processes/work instructions with the sources provided.
- To update Verint on a timely basis.
- To create and roll out Pop Quiz on a bi-monthly basis for team
- To conduct Role-Play for Customer Support Agents to demonstrate skills and knowledge learnt.
- Updating of Knowledge Management System.
- To act as back-up for QA, which may include the Bi-Annual Call Calibration with clients.
- Identify training needs and opportunities to improve team’s quality standard.
- Review and Approve the Standard Operational Procedures (SOP) and Work Instructions (WI) of your area and ensure that reviews and approvals are completed before the agreed deadlines, supported by Frontline Leadership.
Requirements:
- A-Level/Diploma/Degree
- 2 – 4 years working experience with training background
- Ability to train the CCS on systems and programme-related information
- Self-driven with excellent interpersonal and communication skills
- Good communication skills in English and proficient in Microsoft Excel applications
- Ability to take the initiative, work independently, and accomplish tasks with minimal supervision
- Ability to work shifts, weekends, and public holidays when required
- Able to perform under pressure and multi-task
- Analytical, self-motivated and result oriented
- Good planning skills, attentive to detail, organized
- Contact Centre experience preferred.
