Job Summary
The Training Executive is responsible for delivering relevant product and services training and briefing to the Contact Centre staff in a timely manner. This role is also responsible to ensure that all necessary information is available and/or updated in the knowledge base for staff reference. Other than that, Trainers are expected to perform periodic assessments and re-evaluations of staff knowledge and competency and conduct refresher training sessions as needed to help U Mobile Contact Centre meet the most important goals, i.e., provide outstanding customer experience, reduce operating expenses, improve productivity, retain customers, and reducing agent attrition.
Job Responsibilities
- With launching of new products or for product updates, to organise product training programs/sessions for Contact Centre agents and relevant support staff to ensure knowledge transfer in a timely manner.
- To ensure that all required and relevant information are available in the Knowledge Base for easy reference, and that information are accurate and updated regularly.
- To ensure that all knowledge transfer sessions are sufficiently run and effective.
- Communicate regularly and professionally with operational counterparts/other support teams (Example: Team Leaders, Quality Assurance (QA), etc.) to drive Customer Service Executives (CSEs) efficiency and effectiveness towards common goals.
- Participate in overall QA calibration sessions to ensure consistent scoring methodology among team members and operational counterparts.
- Regularly update and maintain training progress logs and other records/documents, as necessary.
- To complete and produce periodic reports in a timely manner.
- To ensure the upkeep and maintenance of all training equipment, material, etc.