[District 1 - HCM] Training Manager

Job brief

We are looking for an experienced training and development manager to organize product training programs for Call Center agents. They explain the features and benefits of the products and provide agents with reference material, such as scripts or lists of frequently-asked questions, to help them deal with customer inquiries. In general, they are responsible for teaching and training employees and ensuring that they stay competent and skilled for their jobs. They also lead and manage the overall department responsible for employee training.

Responsibilities

Responsible for managing all activities of Quality Assurance (QA) and Training department.
- In charge of designing training and QA activities.

- Conduct effective induction and orientation sessions
- Training and evaluating working efficiency of all staffs in QA & Trainer

- Monitoring and speeding up the implementation and deployment plans of staff resources to ensure the fulfillment of KPI targets of QA & Trainer.
- Building and improving internal reporting system, processes.
- Contact point to work with other department in Tele Marketing Department. Manage Training budget.

- Maintain a keen understanding of training trends, developments and best practices
- Other related tasks as required by Tele Marketing Director

At least 3 years of experience at middle or management level in department of Training/Quality Assurance at Tele Marketing or Finance Companies

Experience in managing over 5 staffs

Good communication and leadership skills

Ability to plan, multi-task and manage time effectively

Strong writing and record keeping ability for reports and training manuals. Good computer and database skills

MS Office proficiency (Work, Excel, PowerPoint…)