全职 Training Manager 工作, 薪水, Agensi Pekerjaan JobScoper Sdn. Bhd. Federal Territory 公司招聘中 - Ricebowl

About the role

We are seeking an experienced Training Manager to lead the learning and development function for a premium hospitality customer support project. In this role, you will be responsible for designing, implementing, and managing training strategies that equip employees with the knowledge, skills, and service mindset required to deliver exceptional customer experiences.

You will collaborate closely with Operations, Quality Assurance, and Client stakeholders to ensure all training initiatives align with business objectives, operational KPIs, and client expectations.

Key Responsibilities

• Develop and execute comprehensive training strategies for new hire onboarding, product knowledge, customer service excellence, and continuous learning.
• Design, review, and enhance training materials, facilitator guides, e-learning modules, assessments, and SOPs.
• Lead, coach, and mentor a team of Trainers to ensure high-quality training delivery and consistent learning outcomes.
• Manage end-to-end onboarding programs for new employees, ensuring readiness before transitioning to operations.
• Partner with Operations, Quality, and Workforce Management teams to identify knowledge gaps and implement targeted training interventions.
• Analyze training effectiveness through assessments, nesting performance, quality scores, customer satisfaction, and operational metrics.
• Conduct Train-the-Trainer (TTT) sessions to maintain instructional quality and standardization.
• Ensure training content remains current with process updates, policy changes, and client requirements.
• Prepare regular training reports and present insights, recommendations, and improvement plans to internal and client stakeholders.
• Support new process launches, system implementations, and project transitions by developing relevant learning solutions.
• Drive a culture of continuous learning, employee engagement, and performance improvement.

Requirements

• Bachelor's Degree in Human Resources, Business Administration, Hospitality Management, Education, or a related discipline.
• Minimum 5 years of experience in Learning & Development, Training, or Talent Development within a BPO, Contact Centre, Hospitality, or Customer Experience environment.
• At least 2 years of people management experience leading a training team.
• Strong instructional design, facilitation, coaching, and presentation skills.
• Experience developing training materials, e-learning content, and competency assessments.
• Excellent stakeholder management and client-facing communication skills.
• Strong analytical skills with the ability to interpret performance data and implement effective training solutions.

Preferred Qualitfication

• Experience supporting hospitality, travel, luxury service, or hotel-related customer service operations.
• Knowledge of adult learning principles and performance coaching methodologies.
• Certification in Training, Learning & Development, or Instructional Design is an added advantage.
• Experience managing training for multilingual customer support teams is preferred.

May reach out to Alfred / ************* / ************* (Whatsapp) for easier reach out