T & D Trainer

JOB DESCRIPTION The Trainer will be delivering tasks under the training role. In addition, this position also promotes a team-oriented environment through people development. You will be reporting directly to the Training Reporting Manager, and you will play a critical role in supporting the team in training and talent/system development affairs as well as a vital role in ensuring the continued success of the learning department.
Key Responsibilities
• Trainer will conduct a process training for new hires and bite-size learning for existing staff • Checker of details to be uploaded in knowledge-based system • Handling of Live Chatbot learning • Trainer to ensure that all the training materials are updated before the training starts • Need to ensure that training timeline and plans are followed throughout • Promote a safe environment for agents to share any of their feedback for continuous improvement of the training SOP/materials/plans • To work with Operations Team in preparing the plans for the on-the-job training of new joiners • Trainer to assist in developing a bite-size training that will be applied to all the regions • Take ownership in creating internal initiatives with training deputy and communicate requirements and timelines to reporting manager • Assist training manager with Training Needs Analysis (TNA) • Performs other duties as assigned Requirements: • Strong attention to details • Can work well individually and in a team • Strong presentation and interpersonal skills • Customer service training background is preferred • Well accustomed to the principles of effective learning • Work closely with team members to ensure tasks are completed • With LMS/Knowledge Management background is an advantage • Highly independent, excellent time management and administrative skills • Strong business acumen, able to generate insights and work with tight deadlines • Good team player, positive attitude, and eager to learn • Resourceful, a self-starter, able to work with minimal supervision as well as provide accurate and sound advice which displays critical thinking and good strategic business sense in a timely manner • Proficient in Microsoft Office (Excel, PowerPoint, Word, etc.) • Has at least 2 years work experience as a process trainer • Proficiency in English, able to converse and articulate his thoughts in English is a must • Well versed in language
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