Business Process and Training Staff  

Business Process

• Coordinate with Project Team, Business Owner, Product Team, Partners and related team for any new product launch or new business process
• Create process flow for Customer Complaint handling and manage Zendesk ticket form for Complaint escalation
• Regularly review and maintain training materials
• Liase with Operations Quality Assurance Staff for any update related to SOP and business process and prepare socialization materials

Trainer

• Responsible for end to end training process and communication to CE Team, Contact Center and CA Support
• Work closely with Contact Center Trainers for new agents training and weekly training
• Manage Training Online Website to upload, update, and manage content for Contact Center agent tests
• Maintain & monitor test/performance of Contact Center Agents and create daily report for test results
• Manage Knowledge Management portal for Contact Center Teapm
• Perform regular ferfreshment to Contact Center Trainers for product knowledge improvement
• Plan and strategize product knowledge and soft skills related to training
• Develop and improve existing training modules and syllabus for CE teams
• Conduct TTT(train the trainer) to BPO trainer and training session to other CE teams
• Manage regular test for CE agents & working together with trainer from BPO to improve bottom performance agents
• Manage rewards and recognition program for CE agents based on KPI achievement

• S1 or Bachelor's Degree in Communication, Public Speaking or related area
• 1-3 years experience work as a trainer
• Excellent in public speaking, good interpersonal sklls and soft skills
• Fast learner, can work under pressure and successfully meet deadlines
• Competence in Excel, Ms Powerpoint and Ms Word