Job Description

Mohon
Kelayakan

• Bachelor's Degree in Education, Business, Training & Development, or related field (preferred).
• 4-6 years of experience in a BPO training function, with at least 2 years in a managerial or leadership role.
• Understanding of BPO metrics (CSAT, AHT, FCR, QA) and how training influences performance.
• Strong data analysis skills to track training ROI and identify improvement opportunities.
• Excellent communication and presentation skills in English (other languages a plus).
• Strong leadership, people management, and coaching abilities.
• High adaptability to frequent product updates and fast-paced technology changes.
• Strong problem-solving, organizational, and stakeholder management skills.
• Willing relocate work in George Town, Pulau Pinang.

Tanggungjawab

• Lead the Training team.
• Oversee end-to-end training operations including new hire onboarding, product/process training, and continuous learning.
• Design, review, and update training curriculum to align with client updates, product launches, and policy changes.
• Collaborate with Client, Operations, and Quality teams to identify skill gaps and implement effective training solutions.
• Manage, coach, and mentor Trainers to maintain consistent facilitation quality.
• Monitor training effectiveness through assessments, nesting performance, and post-training KPIs.
• Provide regular reports to internal management and client stakeholders on training outcomes and improvements.
• Drive learning innovation (gamification, e-learning, simulations) to keep training engaging and effective.
• Ensure compliance with client requirements, BPO standards, and data security protocols.

Manfaat

• Provided training.
• EPF/SOSCO
• Annual leave/Medical leave
• 5 working days.

Manfaat tambahan

• Annual Leave
• EPF / SOCSO / PCB
• Training Provided

Kemahiran
Training Management Curriculum Development Performance Management Leadership Communication Skills Employee Development
Peringatan Penting
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Skills Required