- Post-mission
To empower service center staff through continuous learning and skill development by
delivering impactful, relevant, and timely training programs that enhance customer
experience, strengthen brand value, and support individual career growth. - Post Requirements
The individual should be a graduate and should have a minimum of 3-5 years of experience in
customer service industry, should be comfortable in traveling, should be professional
with attitude and should have effective communication and ability to train the internal
staff. - Position’s duties and importance rate
- Main process requirement and guidance for position work
4.1 To deliver effective training programs and develop training materials which can
help in staff growth;
1) Design and develop training content such as presentations, manuals, handouts,
and e-learning modules.
2) Conduct both classroom and online training sessions for internal staff as needed.
3) Promote company culture and values through training and ensure their integration
into daily work practices.
4) Conduct training needs assessments and identify skills or knowledge gaps.
4.2 Responsible for induction training for new hire and conduct refresher trainings
for existing staff.
1) Create a structured training program for new joiners.
2) Implement new training techniques for e.g quizzes and apply learning structures to
training sessions to maximize the benefit of training sessions for new and existing
employees.
3) Organize refresher trainings periodically to reinforce key concepts and updates.
4.3 To enhance their growth, take initiatives for staff development and staff welfare
activities.
1) Conduct regular performance feedback sessions with a focus on development
planning.
2) Celebrate birthdays, festivals, and milestone events to boost team morale.
3) Create personalized learning paths based on individual roles, skills, and performance
gaps.
4) Provide recognition and appreciation programs (e.g., “Employee of the Month,” “Star
of the month” service awards).
4.4 Evaluate the training effectiveness via feedback and Vcollege exam to check
internal knowledge check.
1) Maintain training records and generate reports to track staff progress and training
completion.
2) Monitor training effectiveness through assessments, feedback and on-the-job
performance
