Call Center Training Assistant

Job Code:

05003620


Date Posted:

18 Aug 2020

Salary:

Negotiable

No of vacancies:

1

Gender

(Any)


Description:
  • The role holder is responsible for training call center staff on soft skill, product, process & system knowledge and help them improve their performance in order to attain higher customer satisfaction & productivity.

Essential Job Functions:

  • Support to training head regarding with overall training related
  • Onboarding and Soft Skill training with the organization recommended content.
  • Attend to product owner/stakeholders new product brief & request FAQ
  • Weekly and monthly training for operation as operation requirement.
  • Product analysis and prepare Training Content.
  • Productivity base Training needs analysis.
  • Weekly / Monthly Training Plan.
  • Agent’s motivation program and activities. 
  • Report and feedback of operation requirement base training analysis.
  • Base on quality assurance score prepare training need requirement for monthly basis.
  • Weekly and Monthly report on time.
  • Monthly JKQ (Job Knowledge Quiz) need to be done agents wise.
  • Bank FAQ portal need to be updated.
  • Support to training head in arranging service training for branches and conduct Train the Trainee in both physical and virtual customer handling
  • Support to training head in designing Training contents for behavioural and soft skill training programs.
  • Conduct weekly calibration and share improvement trend batch by batch on weekly basis.

Requirement:
  • Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies/ Administration/ Management, Finance/ Accountancy/ Banking or equivalent.
  • 2+ years of experience in related field. 
  • Experience in relevant skill & background.
  • Proficient in relevant computer applications
  • Good data entry and typing skills (both English & Myanmar)
  • Able to communicate in English