Job Description

Responsibilities

• To lead training efforts and coaching initiatives to ensure all call agents are updated on current policies, protocols, and workflow.
• Coordinates, and conducts induction briefings and outbound call training to equip new joiners / transferees with CMTG Call Centre the fundamental knowledge for execution of operational workflow.
• Collaborate with Call Centre cell leaders to produce/update e.g., communication and training materials, call scripts, assessment quizzes based on current and latest changes in policies, protocols and workflow.
• Conducts call reviews for all call agents on monthly basis to monitor call quality and administer interventions as quickly as possible; Quarterly call review summary to be consolidated for reporting to management and cell leads as part of performance review and follow-up.
• Supports overall knowledge management efforts with regular review of CMTG CC Knowledge portal contents and liaison with respective Call Centre cell leads to upkeep contents.
• Work in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same time.
  

• Tertiary education in areas of Training/Adult Learning, Customer Service, Mass Communications, or any in relevance to scope of work preferred. Prior Call Centre experience as Trainer, Senior Call Agent with relevance to role responsibility will be ideal.
• Intermediate to Advance level proficiency in MS Office is required.
• Highly driven, goal-oriented professional who can operate in a fast-paced dynamic environment.
• Meticulous, resourceful, and able to multi-task with good time/priority management.
• Possess good people and networking skills demonstrating strong key stakeholder management experience.
• Able to work independently and in a team.
• As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment