Role Objectives
Manage growth and develop the knowledge, skills and capabilities of contact center agents to produce better business performance and customer satisfaction
What You Will Do :
- Identify knowledge & skills differences of contact center agents
- Develop and implement a suitable training curriculum
- Be able to foresee skills needed in the future and create training programs accordingly
- Become a driver of service culture behavior for all contact center agents
- Monitor and assess the effectiveness of the training program on overall customer satisfaction
What You Need to Have :
- A Bachelor degree of any majors
- Have experiences as a service trainer for at least 2 years
- Able to analyze agent capabilities, create and provide appropriate training for the agents
- Creative in developing training methods
- Good communication skills
- Fluent in English
