Contact Centre Trainer , Singapore (Renewable Contract)

  • Ensure service quality and standard are met through consistent follow up, coaching and trainings with outsourced contact centre
  • Assist in the analysis of training needs through the study of customer feedback, complaints, outsourced contact centre feedback (both within the department as well as other departments)
  • Participate in the review of Standard Operating Procedures (SOPs) and be familiar on the usage of all the various applications used by the outsourced call centre
  • Develop training curriculum relevant to the team and aligned with the company vision and mission which includes all Wirecard products and support methodology
  • Develop and collaborate with outsourced trainer to ensure that the necessary assessment questions for Team Members evaluation of their performance are in place
  • Ensure all training information and Standard Operating Procedures (SOPs) are uploaded into the prescribed knowledge management tool timely and accurately.
  • Be ‘immersed’ into the operational floor to ensure that training is kept relevant and have a good understanding of operational challenges, etc.
  • To implement initiatives or programs to instill and encourage positive cultural changes to customer experience.
  • Ensure that information relating to the Team Member’s training enrollment, completion, feedback, etc are channeled to the appropriate parties including the Head of Department and outsourced Call Centre Operations Manager
  • Ensure clear and consistent communication on all matters pertaining to training

Requirements

  • Diploma or University Degree in Training and Development/Education/related field or similar
  • WSQ Advanced Certificate in Training and Assessment (ACTA) and WSQ Diploma in Adult and Continuing Education (DACE) will be an added advantage
  • 5 to 7 years of experience in call center environment is highly desired or in an established customer-service environment.
  • Good command in spoken and written English
  • Pays attention to details and have strong customer service skills
  • A team player who takes initiative and has the ability to assist the outsourced call centre and its team members when required
  • Well-groomed with professional disposition and possess a positive, fun and enthusiastic personality
  • Have impeccable follow-through; must possess a can-do attitude and mindset
  • Must be willing to travel and able to work independently with minimal supervision
  • Excellent time management, organizational, communication and motivational skills
  • Proficient in the use of Microsoft Office applications such as Microsoft Word and Excel, and Powerpoint
  • Knowledge in Dialogflow will be a strong advantage
  • The successful candidate should have strong operational background driving operational and service excellence with prior experience in developing and delivering training
  • Experience and knowledge in call audit and call monitoring will be advantageous

Benefits

  • Challenging and diverse tasks with scope for introducing your own ideas and experience;
  • An excellent working atmosphere in a highly-motivated and successful team with an international company culture;
  • Further professional and personal development at one of the world's leading providers of payment processing;
  • An attractive salary as well as long-term prospects and a chance for promotion in a successful company that is growing strongly.