Contact Center Trainer

13 hours ago

Singapore TERRA SYSTEMS PTE. LTD. Full time

**About Us**:
Terra Systemes is a leading customer experience solutions provider. We pride ourselves on delivering exceptional service and empowering our agents to achieve excellence. We are looking for a dynamic and passionate Contact Center Trainer to join our team and drive our training initiatives to the next level.

**Key Responsibilities**:

- **Design & Develop Training Programs**:Create, prepare, and update engaging training materials, modules, and curricula for new hire orientation and ongoing staff development.
- **Deliver Effective Training**:Conduct classroom-style, virtual, and on-the-job training (OJT) sessions to ensure agents are well-equipped with product knowledge, systems training, and customer service skills.
- **Quality Assurance & Auditing**:Perform regular quality assessments, call monitoring, and audits to evaluate agent performance and identify areas for improvement.
- **Identify Performance Gaps**:Analyze quality reports, customer feedback, and performance metrics to pinpoint knowledge gaps, process inefficiencies, and training needs.
- **Improve Training Effectiveness**:Continuously refine and improvise training strategies and content based on performance data and evolving business needs.
- **Coach & Mentor**:Provide one-on-one coaching and feedback to agents to enhance their skills and ensure consistent performance improvement.
- **Collaborate with Management**:Work closely with Team Leaders and Operations Managers to align training with business goals and support overall contact center performance.

**Requirements**:

- Minimum of 3 years of experience as a Contact Center Trainer or in a similar role.
- Proven experience in designing training programs and conducting OJT.
- Strong background in conducting quality audits, call monitoring, and performance analysis.
- Excellent communication, presentation, and facilitation skills.
- Ability to analyze data, identify trends, and implement effective training solutions.
- Patient, motivational, and passionate about developing others.

**Good to Have**:

- **ACLP (Advanced Certificate in Learning and Performance) certification**or equivalent.
- Experience using LMS (Learning Management Systems) and quality monitoring tools.
- Knowledge of call center processes in different industries including government, healthcare and banking.

**What We Offer**:

- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
- The chance to make a significant impact on agent performance and customer satisfaction.

**How to Apply**:

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