居家办公 Team Lead customer service 工作, 薪水 up to MYR 4,100, Devloit 公司招聘中 - Ricebowl

Roles and Responsibilities

• Facilitate engaging training sessions, both in-person and virtual, ensuring smooth training
• Process Trainer will analyze quality data to identify training needs
• Create customized content or training plan
• Track post training effectiveness, by observations and quality data
• Publish daily / weekly / monthly reports to stakeholders
• Maintain historical data for the associates trained
• Responsible for the performance of New Hires during the learning curve and extend coaching and support for improvement
• Update training materials/Manage Knowledge Management if required or as suggested by clients
• Collaborate with cross-functional teams to align training initiatives with project goals and deadlines
• To stay up to date with all process -related information for information for training purposes, and to handle calls/chats/emails/tickets or any other support activities related to their assigned projects as per business requirements
• Conduct performance improvement activities that include and are not limited to Refresher training, Call audits, TNI and help improve performance of the agents in BQM/PIP
• Track associate’s performance after training (0-90 days) to ensure effectiveness of training
• Actively do the call monitoring by listening to the agents calls (Recorded & live)
• Focused on task deadlines and aggressively drives completion within stipulated timelines
• Provide support to the training manager in establishing, measuring, and monitoring key training metrics
• Perform roles and responsibilities of Operations Lead/SME in case of business requirement.
• Provide Floor support/Floor Walk/Queue Monitoring for all agents in the project aligned.
• Capable of taking up a mentor role in being a guide to groom a Trainer Aspirant employee
• Should be flexible to relocate/travel temporarily for business requirement.

Applicant’s Specifications & Qualification

• Experience in working in Service Desk Environment.
• Excellent Communication skills, Presentation and Interpersonal skills
• Ability to adapt to changing priorities, technologies according to business needs
• Ability to manage stakeholders and be responsive to business urgency
• Self-starter– Must be able to start and manage multiple tasks at the same time
• Inclination for learning and passion for knowledge facilitation

Desired Skills

• Technical Background (Strong technical background in IT Service management, with experience in service desk operations)
• Good Presentation and training delivery skills
• Should also be familiar with various ticketing systems, cybersecurity principles, and remote support tools
• Proven experience in designing, developing and delivering training programs
• Prior experience in maintaining and analyzing historic training data is highly desirable
• Experience in Creating SOPs and Knowledge Base Articles

Job Types: Full-time, Permanent

Pay: RM1,670.31 - RM4,100.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Application Question(s):

• comfortable with permanent Night Shift?Y/N

Experience:

• Team lead: 4 years (Required)

Work Location: Remote