Jobs

Assistant Manager Training


VADS Berhad

Based: Malaysia(Federal Territory/Kuala Lumpur)

Posted on 16 Mar 2017

Job Description

PURPOSE
  • To plan, develop, organize and conduct effective hard and soft skill training programs to: Equip Customer Engagement Professional (CEP)/Service Desk Analyst (SDA) with product, process and system knowledge toward achieving customers’ satisfaction.
  • Able to run external workshop to perform Demo and Mini-training session to introduce and promote product and usage to the end-customers.
RESPONSIBILITIES 

1.Training Management – Training materials
-To develop, enhance and maintain effective training materials inclusive of Training Course Outline, Lesson Plan, Training Modules, Facilitator Guide, Handouts/Workbook, Slide Presentation and Assessment in line with product requirement.
 
2.Training Management – Training logistic
-To prepare and organize training logistic so as to ensure all the participants are equipped with sufficient training facilities.
 
3.Training Needs Analysis
-To conduct training needs analysis in order to gauge the level of competency and addresses actual gaps in the needed skills of CEPs/SDAs.
-To perform training needs analysis on end-customers based on the product portfolio and marketing plan on the targeted market vertical and segment.
 
4.Training Delivery
-To provide sufficient hard and soft skill trainings while ensuring the quality and consistency of the course content are being met so as to produce competent, knowledgeable and professional CEPs/SDAs towards total customer and employee satisfaction.
-To provide product training and demo to end-users during marketing launches and road-show, in order to boost sales and usage.
 
5.Coaching
-To provide coaching on hard and soft skills to CEPs/SDAs as part of improvement program in ensuring training effectiveness and efficiency.
 
6.Report Management
-To prepare, analyze and consolidate training Assessment, Evaluation and Performance report on weekly and monthly basis in order to recommend corrective action for competency improvement.
 
7.Communication
-To actively participate and discuss in operational/client meetings on process/policy and performance matters so as to ensure training materials are in-line with the services.
 
8.Teamwork & Staff Motivation
-To provide guidance and motivation to CEPs/SDAs through trainings, coaching, exercises and campaigns in order to improve competencies and foster good relationship and development.

REQUIREMENTS:
  • Bachelor degree is required in related field.
  • Certified Trainer.
  • Experience in learning certifications.
  • At least 5 years’ experience in Contact Centre Services environment,  Training,  Public Speaking & Sales.
  • Creative, pleasant, energetic and proactive.
  • Team player - able to work in a collaborative environment.
  • Agile and flexible in meeting clients’ demands.
  • Excellent interpersonal skills.
  • Possess analytical, evaluative and problem-solving abilities.
  • Exceptional service orientation.
  • Ability to learn and adapt to new technologies.
  • Critical, detail, self-managing and process oriented.
  • Capability as a trainer for hard and soft skill.
  • Capability to perform pre-sale engagement – product up-sell and cross-sell.
  • Able to conduct training needs analysis.
  • Have product knowledge.
  • Proficient in MS Office applications.

Company Details

VADS Berhad (VADS) is a fully integrated Connectivity/ICT/BPO Solutions Provider. Established in 1991, it is currently a wholly owned subsidiary of Telekom Malaysia (TM) Berhad. We bring together people, processes and technologies to enable more effective and dynamic use of ICT and BPO Solutions. Together with VADS Lyfe, the TM Smart City Services provider, VADS is the only service provider in Malaysia that is able to provide end-to-end solution and managed services to our enterprise and public sector customer.