Trainer - Penang

Teleperformance; Bayan Lepas; On-site; MYR 20,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Training Facilitator to lead new hire classes and enhance training programs. This role involves coaching new employees, conducting assessments, and developing training materials to ensure comprehensive onboarding and continuous improvement. With a focus on fostering a supportive learning environment, you will play a crucial role in shaping the skills and performance of new team members. Join a dynamic organization that values growth and development, and make a significant impact on the team's success while enjoying the perks of a collaborative workplace.

Qualifications

• Minimum 2 years of training experience in a BPO setting.
• Knowledge of connected cars applications or CRM is a plus.

Responsibilities

• Facilitate new hire training and necessary upskilling sessions.
• Coach new hire Specialists on training performance.
• Conduct Training Needs Analysis after initial performance.

Skills

Training Experience

English Proficiency (C2)

Mandarin Proficiency (C2)

Bahasa Proficiency (C2)

Instructional Design

Typing Speed (30 wpm)

Education

Bachelor’s degree or equivalent experience

Tools

MS Office

Job description

Qualifications

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.

Responsibilities

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