Core Responsibilities
- Provide training and coaching for new hires, including business knowledge and procedure, call/email/chat handling process, platform features, soft skills training and organization culture
- Provide refresh and upskill training for tenure advisor, including business and procedure update, soft skills and communication skills training
- Manage and track training quality and effectiveness
- Follow training related SOPs, hand in training and coaching documentations in time to manage and report training progress
- Training courses development such as new product/new system, soft skills training materials Communicate/discover training needs, develop the training schedule
- Class management and keep close cooperation with service teams to continuously output qualified employees in line with the job requirements for the team
- Conduct training satisfaction surveys, get feedback from the trainees and analyze improvements and opportunities
- Ability to work as part of a team or individually, with initiative
- Complete other tasks and other training projects assigned by training supervisor
Key Qualifications and Experience
- Full-Time Bachelor’s Degree or above
- Proficiency in both verbal and written English
- Working experience in training or related functions. Working experience in Contact Center or Travel Industry is a plus;
- Proficiency in presentation skill and good communication skill.
- Proficiency in office software, such as Word, Excel, PowerPoint, Visio, X-mind, and familiarity with online training tools.
- Self-motivated, strong learning ability and execution force
