Contact Center Training Specialist

Are you looking for a career opportunity in the aviation industry? Here’s your opportunity to have a great career with a world-class airline company.

Why Join Us?

• Asia’s First and Longest-Serving Airline
• Get a chance to enjoy travel perks for you and your family
• A collaborative work culture and environment

Who Are We Looking For?

• Bachelor’s degree in any course
• Must have at least two (2) years’ work experience as a Training Specialist, preferably in the contact center industry.
• Proven experience in developing and delivering training programs within a contact center or customer service environment
• Excellent presentation, facilitation, and interpersonal skills, with the ability to engage and motivate learners of diverse backgrounds and skill levels
• Proficiency in using training development tools, and learning management systems
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve training effectiveness
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities in a fast-paced environment

What’s The Role All About?

The Contact Center Training Oversight Specialist is responsible for designing, implementing, and overseeing training programs of the contact center partners. This role focuses on ensuring that contact center agents receive comprehensive training to deliver exceptional customer service and achieve performance goals.

Major Responsibility Areas

• Training program Development: Design and develop training programs tailored to the needs of contact center agents, focusing on customer service skills, product knowledge, and communication techniques.
• Training Delivery: Conduct training sessions for new hires and existing employees using various methods such as classroom training, virtual sessions, and on-the-job coaching
• Performance Monitoring: Monitor trainee performance during training sessions, providing feedback and additional support to address knowledge gaps or skill deficiencies
• Quality Assurance: Collaborate with quality assurance teams to develop evaluation criteria and assess the effectiveness of training programs in improving customer service quality and agent performance.
• Compliance and Documentation: Ensure that training programs comply with company policies, industry regulations, and best practices, maintaining accurate records of training activities and attendance.

Core Competencies

• Training and Development Expertise: Demonstrated proficiency in designing, implementing, and evaluating training programs, particularly within a contact center or customer service environment.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively to diverse audiences.
• Customer Focus: Deep understanding of customer service principles and practices, with a commitment to delivering exceptional customer experiences
• Problem-Solving Ability: Strong analytical and problem-solving skills, with the ability to identify training needs, diagnose performance issues, and develop effective solutions
• Attention to Detail: Meticulous attention to detail, with a focus on accuracy and thoroughness in all aspects of training program development, delivery, and documentation

Job-specific Competencies

• Contact Center Operations Knowledge: Understanding of contact center operations including call handling procedures, customer interaction channels (phone, email, chat), and performance metrics (e.g., service level, average handle time)
• Product and Service Knowledge: Proficiency in product and service offerings provided by the organization, including features, benefits, pricing, and troubleshooting procedures, to effectively train agents and address customer inquiries
• Compliance and Regulatory Awareness: Knowledge of industry regulations, compliance requirements, and privacy standards relevant to contact center operations, ensuring training programs adhere to legal and regulatory guidelines
• Customer Experience Enhancement: Ability to identify opportunities to enhance the customer experience through agent training and development.
• Change Management and Adaptability: Flexibility and adaptability to navigate organizational changes, technology upgrades, and process improvements within the contact center environment, and to adjust training initiatives accordingly