Call Centre Trainer #ESY

. Build and execute learning strategies and training program . Evaluate individual (new and existing), organization and program training and development needs . Translate requirements into trainings program (classroom or online) through variety learning methods . Implement various learning methods (e.g. OJT, e-learning, simulation etc) during training program to achieve knowledge retention . Assess training effectiveness to ensure incorporation of taught skills and techniques into staff work behavior . Report training progress . Assist to capture new processes and information into the knowledge portal. . Maintain the content in the knowledge portal are up-to-date by liaising with various stakeholders . Proactively review the content to improve effectiveness and user friendliness to promote FCR (First Call Resolution) and CSAT (Customer Satisfaction)
Requirements: . At least five (5) years of experience in training and/or quality assurance within a contact centre environment, with at...