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Training Head (Mandalay - Call Center)

KBZ Bank
| Mandalay
Verified This job has been verified by the company as a real job vacancy.
08 Oct 2020
Recruiter active 4 hours ago The recruiter at this company was last active reviewing applications.
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Training Head (Mandalay - Call Center)
KBZ Bank, | Mandalay

Training Head (Mandalay - Call Center)

KBZ Bank

Training Head (Mandalay - Call Center)

KBZ Bank
Recruiter active 4 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Mandalay
Verified This job has been verified by the company as a real job vacancy.

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Good Opportunity for ..

The role holder is responsible for training and development of Virtual Teller and Agent Banker in the areas of existing and new banking products, productivity improvement, customer service, call handling, soft skill etc. In addition, the role holder has to develop and review training program and SOP periodically to ensure staffs are keep abreast with up to date knowledge. In overall, role holder has to ensure the right and consistent communication channel are used to customers.

  • Identify and assess current and future training needs specifically for contact center through job analysis, performance and scope of work
  • Draw an overall or individualized training and development plan that addresses contact center needs and enhances customer experience
  • Deploy a wide variety of training methods, latest tools and techniques to maximize the effectiveness of training for contact center
  • Conduct effective induction and training to new and existing contact center staffs
  • Monitor and evaluate contact center training program’s effectiveness, success and ROI and report to management periodically
  • Manage training budget to achieve optimal results
  • Resolve any specific problems and tailor training programs as necessary
  • Conduct Train the Trainer sessions for effective training programs in decentralized customer service model
  • Maintain a keen understanding of training trends, developments and best practices
  • Collaborate with Quality Team on overall improvement and of performance, bucket wise performance monitoring and refresher training

Open To

Repatriate
Male/Female

Job Requirements

  • Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.
  • At least 5 year(s) of working experience in contact center is required for this position.
  • Alternatively, experience in developing customer service related training program would be considered.
  • Ability to command both spoken and written in Myanmar and English.
  • Excellent business acumen, leadership and communication skills.
  • Strong knowledge in Microsoft Office and Customer Service related applications.

What We Can Offer

Benefits

Rewards for over performance

Highlights

  • An awesome company
  • Join a winning team
  • You can make a difference

Career Opportunities

  • Opportunities for promotion
  • Possibility for job training
  • Learn new skills and techniques