Trainer (Contact Center)

Job Title:

Trainer (Contact Center) URGENT

Location:

Bang Na, Bangkok

Employment Type:

Full-Time

Industry Category:

Supervisors / Team Leaders (Call Centre & Customer Service)

Job Description:

you will be responsible for delivering high-quality training programs that support the development of new and existing customer service agents. This role is essential in ensuring agents are equipped with the knowledge, skills, and competencies needed to deliver an exceptional customer experience in a fast-paced BPO environment.

Key Responsibilities:

• Utilize effective presentation and facilitation skills, incorporating adult learning methodologies and creative training techniques.
• Deliver training sessions through various modalities including classroom learning, hands-on demonstrations, and interactive activities.
• Prepare and present engaging training materials and job aids tailored to program and client needs.
• Ensure new hires successfully transition from training to production by meeting required competency and performance benchmarks.
• Collaborate closely with Operations teams to align training outcomes with business needs.
• Stay current with client products, policies, and updates by attending calls, meetings, and participating in side-by-side observations as needed.
• Measure and track the effectiveness of training programs using surveys, focus groups, feedback, and training evaluations.
• Recommend improvements to curriculum based on trainee feedback and performance trends.
• Maintain clear and consistent communication with internal stakeholders including team leads, supervisors, and support teams.
• Contribute to a culture of continuous learning and development.
• Support the Instructional Design team, when required, in the creation of training content for various delivery formats (e.g., CBT, ILT, job aids).

Qualifications:

• Bachelor's Degree in any related field.
• Minimum 1.5 years of experience as a trainer in a contact center or BPO environment.
• Experience in the travel industry is highly preferred.
• Proficient in Thai and English (minimum B2 level in both languages).
• Strong knowledge of training and facilitation methodologies, including soft skills (e.g., communication, time management, critical thinking).
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to multitask, prioritize, and meet tight deadlines.
• High attention to detail with a proactive and professional demeanor.
• Strong interpersonal skills and ability to build relationships with diverse teams.

Preferred Qualifications:

• Experience or knowledge in GDS (Global Distribution System) software (e.g., Amadeus, Sabre, Galileo).
• Background in creating instructional materials and training documentation.
• Familiarity with tools for remote training delivery and evaluation.

Why Join Us:

• Opportunity to work with a global leader in customer experience solutions.
• Dynamic and inclusive work environment.
• Professional development and upskilling support.
• Immediate start available.