- Develop training initiatives for both new recruits and current agents, emphasizing product understanding and customer service expertise.
- Produce and update training resources such as manuals, handbooks, and presentations.
- Assess the efficiency of training schemes and suggest enhancements.
- Keep abreast of project Standard Operating Procedures (SOP) and optimal collaboration practices with the operational management team.
- Generate and deliver training reports as per client or internal project requirements.
- Focus on enhancing agent skills and knowledge.
- Evaluate performance appraisals and arrange discussions on Individual Development Plans.
- Possess an Associate's degree in Education, Communications, or a relevant area of study.
- Proficiency in both written and spoken English (TOEIC 650 for English and HSK4 for Chinese) or equivalent proficiency levels.
- Minimum of 1 year of experience in a similar role, with a specialization in the Business Process Outsourcing (BPO) industry.
- Exceptional training, facilitation, and presentation abilities.
- Familiarity with learning management systems (LMS) and other training technologies is advantageous.
- Proficient in the use of MS Office and other computer applications.
- Open to working overtime when necessary.