Impactful Trainer, Contact Center Operations

Foundever Malaysia Sdn.Bhd

Kuala Lumpur

On-site

MYR 60,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Health & wellness benefits

Professional development

Flexible work arrangements

Job summary

Foundever Malaysia Sdn.Bhd is hiring a Trainer - Contact Centre (Operations) to develop and deliver hands-on training for our Kuala Lumpur-based contact centre team. You will design comprehensive programmes, run inductions, and provide ongoing coaching to ensure exceptional customer service and operational excellence.

The role requires 3–5 years in a contact centre, with at least 2 years in training, strong communication, and fluency in English and Bahasa Malaysia.

Qualifications

3–5 years in a contact centre role with at least 2 years in training or coaching
Experience designing and delivering training programmes for operations teams
Fluent in English and Bahasa Malaysia; other languages are a plus

Responsibilities

Design and deliver training programmes for contact centre operations, including customer service excellence and call handling
Conduct induction training for new agents on policies, systems and standards
Develop training materials, documentation, and resources aligned with best practices
Assess trainee performance and provide feedback for improvement
Provide ongoing coaching to enhance agents' knowledge and skills
Monitor training effectiveness with metrics and reports
Collaborate with operations to identify training needs and ensure content remains relevant
Maintain training records and report on trainee progress