Trainer - Penang

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

Job summary

A leading global company seeks a Training Specialist in George Town, Malaysia. The role involves facilitating training for new hires, ensuring they meet performance metrics, and assisting in curriculum development. The ideal candidate will have strong interpersonal skills and a background in conducting training in BPO environments.

Qualifications

• Minimum of 2 years in Training Experience in a BPO setting.
• Knowledge in connected cars applications or CRM is advantageous.
• C2 Level in English proficiency, and additional languages like Mandarin or Bahasa are preferable.

Responsibilities

• Facilitate training and assess new hire performance.
• Create and develop training materials as needed.
• Conduct Training Needs Analysis after 30 to 60 days.

Skills

Coaching

Assessment

Communication

MS Office

Instructional Design

Education

Bachelor’s degree or equivalent experience in a call centre or business-related field

Job description

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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.