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.
Responsibilities:
- Train new and current customer service staff in customer service functions
- Coordinate and participate in needs-analysis activities to determine customer service skill and knowledge requirements
- Work with CS manager to create individual training plans for all customer service staff and report their progress.
- Recommend corrective actions for individual staff members and procedural improvements for all customer service staff
- Incorporate monitoring, customer complaints and other feedback into refresher training
- Coordinate and evaluate training conducted by support staff members to ensure consistency, accuracy and thoroughness
- Determine appropriate and varied instructional methods to ensure understanding of materials by all types of adult learners
- Assist in the development and application of performance tests to measure trainee progress and to evaluate training effectiveness.
Requirements:
- Thai nationality only
- Bachelor's degree and 2+ years of professional level training experience
- Online Training background is a must
- 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
