Assistant Trainer/ Trainer - Call Centre Operations

Marina Bay Sands Pte Ltd | Date Posted: 12-Jan-2019
Save Job
Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

Scope

  • Conduct monthly departmental call audits, evaluate and gather feedback from call monitoring to determine the appropriate actions to be taken to ensure standards are kept
  • Ensure departmental Service Quality Review (SQR) Audit and Leading Quality Assurance (LQA) Audit are met through consistent follow up, coaching and trainings where appropriate
  • Assist in the analysis of training needs through the study of customer feedback, complaints, Team Member feedback (both within the department as well as other departments)
  • Participate in the review of Standard Operating Procedures (SOPs) and be familiar on the usage of all the various applications used in the call centre
  • Develop training curriculum relevant to the team and aligned with the company vision and mission which includes all system applications, customer experience training programs and processes
  • Develop the necessary examination questions for Team Members evaluation and assess their performance and readiness accordingly
  • Deliver training curriculum as guided and required in a fun, interactive and enthusiastic way
  • Ensure a “one stop shop” where all training information and Standard Operating Procedures are uploaded into the prescribed knowledge management tool timely and accurately
  • Be ‘immersed’ into the operational floor to ensure that training is kept relevant and have a good understanding of operational challenges, etc.
  • Ensure that information relating to the Team Member’s training enrolment, completion, feedback, etc are channeled to the appropriate parties including the Administrator to the Director, Call Centre Operations
  • Ensure clear and consistent communication on all matters pertaining to training and operational matters
  • Translate all team member training to a chat bot
  • Build, train and refine chat bot ability and the scenarios
  • Perform comprehensive testing and QA on the chat bot
  • Any other responsibilities that may be assigned from time to time

Education

  • Diploma or University Degree
  • Qualifications in Computer studies or coding will be an added advantage

Certification

  • WSQ Advanced Certificate in Training and Assessment (ACTA)
  • WSQ Diploma in Adult and Continuing Education (DACE) will be an added advantage

Required Experience

  • A minimum of 2 year experience in an established international hotels or customer-service environment
  • The successful candidate will have prior experience in developing and delivering training
  • Have worked in a call center environment is highly desired but not a must
  • Have strong operational background driving operational and service excellence

Required Knowledge

  • Proficient in the use of Microsoft Office applications such as Microsoft Word and Excel, Powerpoint, Project and Visio
  • Knowledge of Property Management System, or other Hotel related applications will be an added advantage
  • Knowledge in Dialogflow will be a strong advantage

Skills / Abilities / Presence

  • Candidates must speak and write fluent English
  • Pays attention to details and have strong customer service skills
  • A team player and takes initiative to assist Team Members when required
  • The preferred candidate must have a positive, fun and enthusiastic personality
  • Have impeccable follow-through; and “Can Do” attitude and mindset
  • Able to manage and prioritize workload
  • Able to work independently with little supervision
  • Excellent time management, organizational, communication and motivational skills
  • Well-groomed and professional disposition

Physical Requirements / Work Environment

  • Work is carried out predominantly in the Call Centre Operations office in Singapore but is subject to change to meet business/operational needs
  • Must be willing to work any day of the week and on rotational shift when business requires