Trainer (Call/Contact Center Service)

Chi nhánh Công ty TNHH Transcosmos Việt Nam tại Thành Phố Hồ Chí Minh

Mức lương: 15 - 18 triệu Kinh nghiệm: 1 năm Nơi làm việc: Tp Hồ Chí Minh

Trình độ: Cao đẳng Đã hết hạn

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Nộp đơn Lưu việc làm

Supervising Knowledge and Training to team member (agent and team leader) through rostering, monitoring, briefing, coaching, and others.
Responsible for the planning, execution, and analysis of programs that support the results of all contact center services (function Employee Support).
Regular side by side with inbound (and outbound) agent due to get information or fact finding and needs in term of training materials and methods.
Follow and engage actively in service improvement and motivation programs.
Taking decision about problems that occurred in the entire program that supports service Contact Center and its analysis.
Responsible to develop personal performance like training, briefings, find latest information, and others.
Responsible to improve quality of all unit in CRM & CE within agreed development period
Follow and make sure all team members are actively involved work closely with operation to maintain perspective.
Follow and make sure the whole team is actively involved in the activities of the certification / assessment conducted.
Provide an online test questions for the entire product knowledge for customer services and ensure all test question submitted into system.
Responsible and ensure update product/program into system for customer service (function Employee Support).
Provide Activity Report as Team performance report daily, weekly and monthly bases.

At least 1 year-experience developing and implementing training programs.
1 year-platform training/facilitation skills to deliver quality training programs and experience developing and delivering professional development courses
Good at English
Ability to solve problems quickly and independently while working in a fast-paced environment
Intermediate to advanced reporting skills
Excellent ability to identify and analyze data for trends
Experience in providing performance feedback
Excellent time management
Ability to multitask and perform in constantly changing environment
Strong organizational, planning, prioritization skills