Responsibilities of the Role:
- Develop and deliver technical training programs related to contact center operations, systems, and tools.
- Train employees in the use of contact center software, systems and other customer service technologies.
- Conduct onboarding training for new hires and ongoing refresher training for existing staff.
- Design instructional materials, training manuals, e-learning content, and hands-on exercises.
- Evaluate training effectiveness through assessments, feedback, and performance tracking.
- Collaborate with operations, technical and quality assurance teams to update training content based on system enhancements and business process changes.
- Stay up to date with emerging contact center technologies and industry best practices.
- Provide technical support and guidance to employees regarding software and systems.
- Maintain detailed training records and generate reports for management review.
Requirements for the Role:
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field (preferred).
- 3+ years of experience in contact center training or technical support roles.
- Strong knowledge of contact center technologies, including telephony systems, CRM platforms, and ticketing tools.
- Experience with e-learning platforms and instructional design tools.
- Excellent communication and presentation skills.
- Ability to simplify complex technical concepts for non-technical audiences.
- Strong analytical and problem-solving skills.
- Ability to work collaboratively across departments.
The Package:
- Attractive Salary (RM3,800 – RM4,500).
- Housing Allowance (RM500).
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Kuala Lumpur.