To design, plan, organize and conduct training for Team Leaders, Telemarketing (TL), Executive, Telemarketing (TSR) and Associate, Quality Assurance (QAE) in
the Outbound Contact Centre (OCC) and staff in the outsourcers.
To monitor, evaluate and record training activities and program effectiveness.
To organize and develop training procedure manuals and training materials such a handouts and presentation materials/slides.
To work closely with the respective Head of Outbound Contact Centre to conduct and analyze training needs analysis.
To identify creative and innovative training and staff development plans.
To act as liaison between the Outbound Contact Centre and the company’s Human Resource (HR) Department for staff training and development needs.
Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.
Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
At least 5 year(s) of working experience in the related field is required for this position.
Experience in sales training / coaching preferably in financial services industry
Certifications/licenses – PCE (Life & General), Takaful Basic Exam or other related training programs
Strong leadership and excellent human engineering skills. Thorough productivity and quality management knowledge.
Excellent negotiation, analytical and problem solving skills.
Customer focused and bottom-line performance driven personality.
Good team building and interpersonal skills and able to communicate effectively with people at all levels.
Excellent languages ability and presentation skills.