Trainer (Call Center)

Scope of work:

In order to improve knowledge and training management to an agent in Managed Service, it should create a training specialist as requirement bellow:

Responsibility:

• Supervising Knowledge and Training to the team members (agent and team leader) through rostering, monitoring, briefing, coaching, and others.
• Responsible for the planning, execution, and analysis of programs that support the results of all contact center services (function Employee Support).
• Regular side by side with an inbound (and outbound) agent due to get information or fact-finding and needs in terms of training materials and methods.
• Taking a decision about problems that occurred in the entire program that supports the service Contact Center and its analysis.
• Responsible to develop personal performance like training, briefings, find the latest information, and others.
• Responsible to improve the quality of all unit in CRM & CE within the agreed development period
• Follow and make sure all team members are actively involved work closely with the operation to maintain perspective.
• Follow and make sure the whole team is actively involved in the activities of the certification/assessment conducted.
• Provide online test questions for the entire product knowledge for customer services and ensure all test questions submitted into the system.
• Responsible and ensure update product/program into a system for customer service (function Employee Support).
• Provide Activity Report as Team performance report daily, weekly and monthly bases.

• At least 1-year experience developing and implementing training programs in a call center environment
• 1 year-platform training/facilitation skills to deliver quality training programs and experience developing and delivering professional development courses
• Good at English both written and spoken
• Excellent oral, written, and interpersonal communication skill
• Ability to solve problems quickly and independently while working in a fast-paced environment
• Excellent ability to identify and analyze data for trends
• Experience in providing performance feedback
• Excellent time management
• Ability to multitask and perform in a constantly changing environment
• Strong organizational, planning, prioritization skills

• 13th-month salary and project bonus
• Attractive Salary and Benefits
• Extensive coaching and training
• Performance appraisals every year
• Annual health checkup
• Compliance fully to Vietnam labor code
• Company trip, team-building events