Job Description

Overview
We are looking for a Trainer to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.
Qualifications

• Bachelor's Degree or equivalent experience in a call centre or business-related field (e.g. management, sales or tourism).
• Proficiency in Malay and English (spoken and written).
• Minimum of 2 years training experience in a BPO setting.
• Working experience with a premium account with either B2C or B2B is preferred.
• Knowledge on instructional design is an advantage.
• Usage of MS Office and typing speed of 30 WPM.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Facilitate necessary or required annual upskilling or refreshers with existing resources.
• Create and facilitate knowledge tests with existing Specialists and Support group in Operations.
• Complete all training requirements based on the program's specifications.
• Coach new hire Specialists on their overall training and nesting performance.
• Conduct mock scenarios on all channels available.
• Govern the nesting process and complete deliverables on time.
• Assess new hire performance during Nesting and mitigate with appropriate actions when necessary.
• Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance.
• Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum.
• Assist in creating and developing training materials when necessary.
• Follow all steps of BEST T&D.

Skills Required