Trainer - Mandarin

Teleperformance; George Town; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Trainer to enhance the Customer Service team. The role includes facilitating training sessions, coaching new hires, and developing training materials. Candidates should have a Bachelor's Degree, proficiency in Mandarin and English, and a minimum of 2 years training experience in a BPO setting.

Qualifications

• Bachelor's Degree or equivalent in a relevant field.
• Minimum of 2 years training experience in a BPO setting.
• Working experience with B2C or B2B premium accounts preferred.

Responsibilities

• Facilitate new hire classes and annual upskilling.
• Coach new hire specialists on performance.
• Conduct mock scenarios and assess new hire performance.

Skills

Mandarin proficiency

English proficiency

Training experience

Instructional design knowledge

MS Office usage

Typing speed of 30 WPM

Education

Bachelor's Degree or equivalent experience

Job description

Overview

We are looking for a Trainer to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications

• Bachelor's Degree or equivalent experience in a call centre or business-related field (e.g. management, sales or tourism).
• Proficiency in Mandarin and English (spoken and written).
• Minimum of 2 years training experience in a BPO setting.
• Working experience with a premium account with either B2C or B2B is preferred.
• Knowledge on instructional design is an advantage.
• Usage of MS Office and typing speed of 30 WPM.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Facilitate necessary or required annual upskilling or refreshers with existing resources.
• Create and facilitate knowledge tests with existing Specialists and Support group in Operations.
• Complete all training requirements based on the program’s specifications.
• Coach new hire Specialists on their overall training and nesting performance.
• Conduct mock scenarios on all channels available.
• Govern the nesting process and complete deliverables on time.
• Assess new hire performance during Nesting and mitigate with appropriate actions when necessary.
• Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance.
• Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum.
• Assist in creating and developing training materials when necessary.
• Follow all steps of BEST T&D.