Job Description

If you are looking to excel and make a difference, take a closer look at us Identify, Design & Develop * Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with rel If you are looking to excel and make a difference, take a closer look at us Identify, Design & Develop Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with relevant parties within contact centre and human resources. Designing and expanding training and development programs based on the needs of the organization and the individual. Developing effective induction programs to support to properly train the new joiners and assist them assimilate with the organization smoothly. Devising individual learning plans and producing training materials for in-house courses. Manage, Monitor & Evaluate Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers Evaluating training and development programs Amending and revising programs as necessary, in order to adapt to changes occurring in the work environment Process Improvement Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages Analysing compliments and complaints received to identify strength and weakness in the service area to develop retraining plans in eliminating similar occurrences. Taking preventive measures in service breakdown by developing and documenting operating risk notes in reference library periodically as online One-Point-Lesson refresher. Researching new technologies and methodologies in workplace learning and revamp the training available for continuous improvements. Other Key Responsibilities Helping managers and trainers solve specific training problems, either on a one-to-one basis or in groups Developing and constantly update on common databases on product information as standardizing knowledge source across HLCC. Restructuring hiring plan based on business needs. Ensuring new hires are ready before handling calls to achieve KRAs set. Jobholder Requirements Malaysian citizen Close to native fluency in spoken and written English & Bahasa Malaysia 7-10 years of working experience in people management in Banking, BPO or contact centre. Able to plan the training programs, provide facilitation and coaching to employees at different levels Proficient in MS office and call centre equipment/software programs. Strong analytical/presentation skills. Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders such as Service Managers, other departments heads within HLCC & external training providers. Confident, communicate effectively and comfortable communicating with C-levels

Monster