Trainer - Contact Centre (Operations)

Foundever Malaysia Sdn.Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

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

Skills

Contact centre experience

Training / coaching

Communication skills

Instructional design

KPIs, QA, and compliance

Bilingual English/Bahasa Malaysia

Education

Training certification (Train the Trainer / Adult Learning)

Tools

Contact centre systems

Job description

About the role

Foundever Malaysia Sdn.Bhd is seeking a passionate and experienced Trainer - Contact Centre (Operations) to join our dynamic team in Kuala Lumpur. This is a full-time position based in our Kuala Lumpur office, where you will play a crucial role in developing and enhancing the skills of our contact centre workforce. As a Trainer specialising in operations, you will be instrumental in ensuring that our agents deliver exceptional customer service whilst maintaining operational excellence. Your expertise will directly impact the quality of service we provide to our clients and the professional development of our team members.

Key responsibilities

• Design and deliver comprehensive training programmes tailored to contact centre operations, including customer service excellence, call handling techniques, and operational procedures
• Conduct induction training for new contact centre agents to ensure they understand company policies, systems, and customer service standards
• Develop training materials, documentation, and resources that align with operational best practices and business objectives
• Assess trainee performance during and after training programmes, providing constructive feedback and identifying areas for improvement
• Deliver ongoing coaching and mentoring to agents to enhance their technical knowledge, communication skills, and operational competencies
• Monitor training effectiveness through evaluation metrics and make recommendations for continuous improvement
• Collaborate with operations management to identify training needs and ensure training content remains relevant and effective
• Maintain detailed training records and produce reports on trainee progress and training outcomes
• Stay current with industry trends, best practices, and contact centre technologies to ensure training remains cutting-edge
• Support the development of training strategies that contribute to improved agent performance and customer satisfaction metrics

What we're looking for

• 3-5 years of experience working in a contact centre environment, with at least 2 years in a training or coaching role
• Proven expertise in contact centre operations, including knowledge of key performance indicators, quality assurance, and compliance requirements
• Excellent communication and presentation skills with the ability to engage diverse audiences and adapt training delivery to different learning styles
• Strong instructional design capabilities with experience developing training materials and programmes
• Proficiency in contact centre systems and technologies, with the ability to guide agents through system usage and troubleshooting
• Exceptional organisational and time management skills with the ability to manage multiple training initiatives simultaneously
• Customer service orientation with a genuine passion for helping others develop and succeed
• Ability to work collaboratively with operations teams, HR, and management to align training with business objectives
• Patience, empathy, and a positive attitude when working with agents of varying skill levels
• Relevant training certification (such as Train the Trainer, Adult Learning, or similar) is preferred
• Fluency in English and Bahasa Malaysia is highly desirable; proficiency in additional languages is advantageous

What we offer

Foundever Malaysia Sdn.Bhd is committed to creating a supportive and inclusive workplace where employees can thrive professionally and personally. We offer a competitive salary package, comprehensive health and wellness benefits, and opportunities for continuous professional development. Our training and development programmes ensure that you have the tools and support to advance your career within our organisation. We provide a collaborative work environment where your contributions are valued and recognised, along with performance-based incentives that reward your dedication. Additionally, we foster a culture of work-life balance, offering flexible arrangements where possible to support your wellbeing.

About us

Foundever Malaysia Sdn.Bhd is a leading customer experience and contact centre solutions provider, dedicated to delivering exceptional service to our clients and their customers. With a commitment to innovation, quality, and employee excellence, we have established ourselves as a trusted partner in the customer service industry. Our mission is to empower our teams with the skills, knowledge, and support they need to deliver outstanding customer experiences whilst maintaining operational efficiency. We pride ourselves on our inclusive culture, investment in employee development, and dedication to driving business success through people-focused strategies. Working with us means being part of a global organisation that values talent, promotes growth, and creates meaningful opportunities for career advancement.