Trainer - Penang

Teleperformance USA; Bayan Lepas; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading global BPO company in Penang is seeking a Training Facilitator to coach new hires and facilitate training classes. Responsibilities include conducting mock scenarios and assessing performance. Candidates should have a Bachelor’s degree and at least 2 years of training experience in a BPO setting. Proficiency in English is required, and Mandarin or Bahasa is an advantage. This role offers a dynamic working environment and competitive benefits.

Qualifications

• Minimum of 2 years Training Experience in a BPO setting.
• C2 Level in English Proficiency on both verbal and written communication.
• Knowledge of instructional design is an advantage.

Responsibilities

• Facilitate a new hire class during pre-process and process training.
• Coach new hire Specialists on their overall training performance.
• Conduct mock scenarios on all channels available.

Skills

Coaching

Training facilitation

Assessing performance

Communication

Education

Bachelor's degree or equivalent experience

Tools

MS Office

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
• Language level
  • C2 Level in English Proficiency on both verbal and written communication
  • C2 English + Mandarin is an advantage.
  • C2 English + Bahasa is an advantage.