Job Summary:

Ensures all contact center agents are properly trained in both content knowledge and customer service skills and provide feedback on their performance. Trains departmental supervision in training and monitoring functions. 

Job Description:

  • Take ownership in needs-analysis activities to determine customer service skills and knowledge requirements
  • Effectively design, develop learning materials and determine appropriate and varied instructional methods/activities to ensure understanding of materials by all types of adult learners
  • Train and engage new and current customer service from staff to lead level with effective instructional methods and activities
  • Create development and application of performance tests to measure trainee progress and to evaluate training effectiveness
  • Work with Operation manager to create individual training plans for all customer service team and report their progress.
  • Recommend corrective actions for individual team member and procedural improvements for all customer service team
  • Incorporate monitoring, customer complaints and other feedback into refresher training
  • Take ownership in evaluate training conducted by support staff members to ensure consistency, accuracy and thoroughness
  • Take ownership in Ad-hoc projects as assigned

Requirements:  

  • Thai nationality only
  • Bachelor's degree and 2+ years of professional level training experience
  • Minimum 2 years related sales or call center experience and 1 year experience in training, adult education, or leadership role
  • Highly motivated self-starter who can work with little or no supervision
  • Creativity and willingness to implement new approaches
  • Excellent organizational, planning, and time management skills
  • Efficient communication, interpersonal, and presentation skills
  • Proficiency in MS Office including Word, Excel, and PowerPoint
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and measurement of training effectiveness
  • Good command of written and spoken English

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