Job Description

JOB RESPONSIBILITIES

• Conduct training to new hires and existing staff to ensure that all staff are equip with necessary product knowledge and integrated with systems usage on various platforms to perform their job effectively and efficiently.
• Ensure new hires take on basic sales training courses, including communication and troubleshooting skills. Role-play and test calls are performed with new hires to prepare and assess their readiness.
• Coordinate mentorship programs for new hires with floor supervisor and/ or manager; liaise with manager and encourage on-the-job coaching (e.g. handling of difficult customer and/ or cases).
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• The central liaison with internal stakeholders on new and/ or revision of SOP or guidelines to be cascaded to Call Centre to ensure compliance in handling consequently from new client onboarded or renewal.
• Identify individual and team skills gaps, i.e., areas of development and under performance and execute appropriate training, coaching and/ or mentorship programmes.
• Provide feedback to section manager on training/coaching requirement for their individuals and/team.
• Provide external training budget estimate for management approval and to be incorporated in company\'s annual budget.
• Maintain updated records of training materials and reporting of training fulfilled as well as its post training evaluation findings.
• Participate in monthly coaching and/ calibration to improve quality performance.
• Participate in Products/ Services/ Systems/ Processes implementations internally and/ or with relevant clients in order to cascade the requirements.
• Assess opportunities and/ or options for process improvement, including operation process modeling.
• Responsible for the collaboration on development and implementation of Improvement Action Plans based on analysis of risk and controls to drive execution of remediation activities eradicating audit findings.
• Identifies and reports on systemic issues; tracks and trends audit results; generates monthly reports of audit findings to assist management with information requested.
• Design, plan, direct and implement claims training programmes; including adaptations to changes in policies, procedures and technologies.
• Any other duties and responsibilities that may be assigned by the management from time to time, within your category of employment in the organisation and for the effective implementation and continual improvement of the Quality Management System of EA.

• BSc degree in Education, Human Resources or relevant field
• Additional certification in training is a plus
• At least 5 years experiences in Contact Centre Operation or Customer Service space or Customer Service Training or Talent Development.
• Previous claims auditing experience will be an advantage.

• Experience in with interactive adult learning.
• Strong knowledge of customer care processes and techniques as well as coaching and mentoring.
• Experience in testing and mapping various operations processes and protocols is an added advantage.
• Ability to effectively communicate and influence key stakeholders to support proposed tactics, process and/or operational improvements recommendations.
• Resourcefulness and ability to devise creative solutions to problems.
• Good top process in analysing needs and motivations to initiate engagements, putting together reports and/presentation materials.
• Excellent interpersonal and communication skills. Able to be decisive in high-pressured environments.
• Communicate with discretion, professionalism, and confidentiality.
• Ability to interact across all levels of the organisation and build strong partnerships.
• Able to work independently while contributing to a strong teamwork environment.
• Great multi-tasker, self-directed and organised.
• Effective organisational and time management skills with the ability to work effectively and meet deadlines in an environment with frequent interruptions.
• Self-motivated, high level of reliability, integrity, enthusiasm and encouragement.
• Adaptable, agile and able to respond to changes quickly and shift priorities as needed.
• Possess adequate perception of service quality metrics and its impacts to service delivery and overall experience.
• Proficient in Microsoft Office applications.
• Excellent verbal and written communication skills with strong attention to detail.
• Good command in Bahasa Malaysia and English (spoken & written).

• Working on shift hour
• Hybrid working arrangement (3 days office, 2 days home)

Sinergia Talents Sdn Bhd