Training Manager (Customer Service)

- Manage training activities end to end for customer service team
- Work with the CEC Operations on planning, delivery and performance improvement based on training need identification
- Build and maintain training content and curriculum through instructional design methodology including regular assessments
- Develop a coherent soft skills and process training to deliver a seamless customer experience
- Collaborate with the quality teams to develop a quality led training plan
- Act as a lead trainer and subject matter expert
- Ownership of training responsibilities across the customer touchpoints i.e. phone, email, chat and social media to support customer service
- Implement appropriate training and coaching methodologies across agent life cycle, beginning from new hire
- Implement regular audits and assessments to ensure knowledge and skills are maintained to the SenDo standards
- Provide training report and notification to CEC Operations
- Provide guidance, feedbacks and individual coaching for internal trainers to meet the internal training demands
- Provide an environment of openness and trust, with constant feedback and performance coaching
- Other Related Duties:
+ May participate in action planning meetings
+ Perform ad-hoc tasks assigned and report to Customer Experience Center Director

- Education : University Graduated up
- Languages: Highly advanced communication and writing skills in English
- Experience
+ At least 3 years experience in a similar position
+ Performance Management background
+ Strong organization and planning skills
+ Excellent interpersonal and communication skills
+ Pleasant personality and honest
+ Competency in computer skills
+ Knowledge of MS Office and Google Suite
+ Experience of leadership and soft skills training including course design, assessment and evaluation
+ Familiarity with training methods, learning styles and training formats to deliver a variety of training solutions
+ Ability to perform critical analysis and propose solutions
+ Ability to communicate effectively with all levels in the organization

- 13th month salary yearly, and 1-3 months extra bonus based on performance and company profit yearly
- Company Trip and Team building trip annually
- Gift on special days like birthday, Lunar New Year and Holidays

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