Role
The Senior L&D Executive is responsible for delivering relevant product and services training and briefing to
the Contact Centre (CC) 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. Trainers are also 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.
This position is also tasked to provide guidance to junior L&D Executives in managing training. This role also
assists the Training Manager in analysing and preparing training reports, ensure New Hires Orientation
programme is arranged and carried out consistently for Contact Centre new hires, evaluate the effectiveness
of internal and external training programs and to provide recommendations for improvement.
Duties & Responsibilities
- To attend new product(s) or product updates briefing / training sessions and cascade the relevant
information for Contact Centre staff. To organise product training programs/sessions for Contact
Centre agents and relevant support staff to ensure knowledge transfer in a timely manner.
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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.
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To ensure that all knowledge transfer sessions are sufficiently run and effective.
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Communicate regularly and professionally with operational counterparts/other support teams
(Example: Team Leaders, QA, etc.) to drive Customer Service Executives (CSEs) efficiency and
effectiveness towards common goals.
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Participate in overall QA calibration sessions to ensure consistent scoring methodology among team
members and operational counterparts.
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To ensure periodic training reports are regularly updated and completed on time.
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To ensure the upkeep and maintenance of all training equipment, rooms, material, etc. To take care
of bookings of training rooms or facilities.
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To ensure New Hires Orientation programme is arranged and carried out consistently for CC new
hires.
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To provide guidance to junior L&D Executives in managing training.
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To assist the Training Manager in analysing and preparing training reports.
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To evaluate the effectiveness of internal and external training programs and to provide
recommendations for improvement.
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To ensure follow ups are done within department and cross-functional departmental follow ups such
as with our Customer Engagement Support Helpdesk (CESH) in a timely manner.