The training supervisor need to supervise the team on achieving their individuals KPIs, strategic planning for whole year training plan with
productive results, conduct virtual branch staff training on soft skill, product, process, content writing and system knowledge in order to
improve their performance and to attain higher customer satisfaction & productivity.

Job Description

• Onboarding and Soft Skill training with KBZ organization recommended content.
• Attend meetings about product owner/stakeholders new products & request FAQ.
• Share up-to date information and arrange section to operation teams timely.
• Implement and develop call center/ social related scripts and contents based on the product deck.
• Product analysis and prepare Training Content.
• Managing the annual training calendar and ensure to deliver as per planned timeline.
• Weekly and monthly training for operation as operation requirement.
• Update and modify information at Intranet Web portal as needed.
• Generate daily, weekly, monthly report to Manager as request.
• Prepare training needs for a monthly basis as per QA analysis.
• Report and feedback of operation requirement base training analysis.
• Provide feedback on training materials for improvement.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Monitoring live calls and preparing the personalized coaching development plan based on Agent Wise Performance.
• Identify knowledge and skill gaps by performing training needs assessments regularly.
• Creating and analysing feedback forms to produce reports on the training.
• Support to training head in arranging service training for branches and conduct Train the Trainee in both physically and virtually.
• Support to training head in designing Training contents for behavioural and soft skill training and overall training related.

Job Requirements 

• Bachelor’s degree or equivalent combination of education and work experiences.
• Having certification for professional training and development.
• Strong customer service oriented and customer’s behaviour analysis.
• Experiences as a customer service trainer is a plus.
• IT/ call centre system knowledge and experiences would be preferred.
• Social content writing and experiences would be preferred.
• 3-5 years of training background in customer service industry and other relevant fields.
• Proficient in English communication ( Business English is preferred).
• Proficient MS office skills ( Excel, PPT and Word) is a must.
• Proactive, well-organized, independent, self-motivated, hardworking and able to work under pressure.
• Able to share up-to date information timely and prepare ad hoc content as needed.
• Willing to provide the whole day training till the content is completed.
• Able to keep all the training records systematically.