Location: Ubi
Working Hours: Mon – Fri, 8.30am to 6.15pm
Duration: min.
1 year contract
Salary: up $4,000 basic + 1 month completion bonus
Responsibilities:
- Build and execute learning strategies and training program
- Evaluate individual (new and existing), organization and program training and development needs
- Translate requirements into trainings program (classroom or online) through variety learning methods
- Implement various learning methods (e.g. OJT, e-learning, simulation etc) during training program to achieve knowledge retention
- Assess training effectiveness to ensure incorporation of taught skills and techniques into staff work behavior
- Report training progress
- Assist to capture new processes and information into the knowledge portal.
- Maintain the content in the knowledge portal are up-to-date by liaising with various stakeholders
- Proactively review the content to improve effectiveness and user friendliness to promote FCR (First Call Resolution) and CSAT (Customer Satisfaction)
Requirements:
- At least five (5) years of experience in training and/or quality assurance within a contact centre environment, with at least two (2) years in a managerial role.
- At least 3 years' experience in a training role within a contact centre or similar customer service setting
- Demonstrated experience in developing and delivering training programs and content for new hires, existing staff, and upskilling initiatives received from old and current documentation
- In-depth knowledge of contact center operations, best practices, and industry standards
- Thorough understanding of government policies and procedures relevant to the contact center's operations
- Proficiency in instructional design and adult learning principles
- Strong communication and presentation skills, with the ability to convey complex information clearly and concisely
- Expertise in utilizing various training methodologies (e.g. train the trainer) and technologies to facilitate rapid learning and knowledge retention
- Able to synthesis various new/updated programs into comprehensive training resources (e.g. presentations, handouts, e-learning module)
- Singaporean only
Interested applicants kindly click Apply now.
We regret that only shortlisted applicants will be notified.
Michelle Lim Yan Ling | R
RecruitFirst Pte Ltd | EA13C6342