Trainer - Mandarin

Teleperformance; Johor Bahru; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global BPO service provider in Johor Bahru is seeking a Trainer to facilitate new hire classes and conduct training needs analysis. The ideal candidate will have a Bachelor's degree or equivalent, with a minimum of 2 years of training experience in a BPO setting. Proficiency in English at C2 level is required, alongside knowledge of MS Office. This role involves coaching new hires, conducting mock scenarios, and developing training materials to enhance performance.

Qualifications

• Minimum of 2 years of training experience in a BPO setting.
• Knowledge of connected cars applications is an advantage.
• Typing speed of 30 wpm.

Responsibilities

• Facilitate new hire training classes and annual upskilling.
• Coach new hires on training performance.
• Conduct mock scenarios to improve skills.

Skills

Training Experience

Instructional Design

MS Office

English Proficiency (C2)

Education

Bachelor's degree or equivalent

Job description

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

Requirements

• Bachelor's degree or equivalent experience in a call centre or business-related field (e.g., management, sales, tourism)
• 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 connected cars applications or any car-related process or CRM is an advantage.
• Knowledge on instructional design is an advantage.
• Usage of MS Office
• Typing speed: 30 wpm
• C2 Level in English Proficiency on both verbal and written communication