job description
Are you a passionate educator with a flair for customer service excellence? TechTiera is looking for a dynamic and engaging Contact Center Trainer to join our growing team in Kuala Lumpur. In this role, you will play a pivotal part in shaping the performance and professional growth of our service representatives, ensuring they deliver world-class experiences to our global clients.
As a Trainer, you will bridge the gap between business objectives and frontline execution. You will be responsible for conducting onboarding programs, specialized workshops, and continuous coaching sessions designed to enhance product knowledge, communication skills, and conflict resolution techniques. If you thrive in a fast-paced environment and have a proven ability to mentor teams to success, we want to hear from you!
Responsibility
- Develop and deliver comprehensive training programs for new hires and existing staff in the contact center.
- Conduct regular training needs analyses (TNA) to identify performance gaps and design targeted intervention strategies.
- Create, update, and maintain high-quality training materials, standard operating procedures (SOPs), and visual aids.
- Monitor and analyze agent performance metrics to provide actionable feedback and individualized coaching.
- Facilitate workshops on product knowledge, system navigation, and soft skills development.
- Collaborate with department managers to align training goals with operational KPIs and quality standards.
- Maintain an up-to-date knowledge base of industry best practices and emerging customer service trends.
Qualifications
- Diploma or Degree in Human Resources, Education, Communications, or a related field.
- Minimum 2-3 years of experience as a trainer or coach within a professional contact center environment.
- Strong command of English, both verbal and written; proficiency in additional languages is a significant advantage.
- Excellent presentation, facilitation, and interpersonal skills with the ability to engage diverse audiences.
- Solid understanding of adult learning methodologies and instructional design principles.
- Proficiency in Microsoft Office Suite (PowerPoint, Excel) and Learning Management Systems (LMS).
- Analytical mindset with the ability to interpret data and translate it into performance improvements.
- Flexible and adaptable, with the ability to manage multiple training cohorts simultaneously.