Assistant Manager Training

Job Purpose

The Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre / FOS. The role ensures agents are equipped with the necessary product knowledge, process understanding, soft skills, and compliance awareness to deliver excellent customer service.

Key Responsibilities

Conduct onboarding, product and Process training for new contact centre agents & BDEs at FOS.

Deliver refresher and upskilling programs to existing staff on products, processes, systems, and customer service skills.

Develop training materials, modules, and assessments tailored to business needs.

Assess training effectiveness through tests, role-plays, and post-training evaluations.

Partner with Quality, Operations, and HR teams to identify training needs and skill gaps.

Monitor agent / BDE performance post-training to measure knowledge retention and application.

Maintain training records, reports, and dashboards for management review.

Keep updated on product / process changes and ensure timely communication to teams.

Drive continuous improvement in training methods (classroom, e-learning, on-the-job training).

Key Skills & Competencies

Strong facilitation, presentation, and public speaking skills.

Ability to simplify complex information for easy understanding.

Excellent communication and interpersonal skills.

Strong organizational and time management skills.

Knowledge of adult learning principles and training methodologies.

Familiarity with contact centre operations, KPIs (AHT, CSAT, FCR, QA scores).

Proficiency in MS Office and training tools (e-learning platforms, LMS, etc.).

Qualifications & Experience

Graduate in any discipline (preferred : Business, Communications, HR, or related field).

1–3 years of experience as a Trainer, preferably in a contact centre environment.

Experience in customer service, sales, or technical support will be an added advantage.

Exposure to coaching, mentoring, and performance support activities.

Performance Metrics

Training effectiveness scores (post-training evaluation results).

Improvement in agent performance post-training.

Reduction in errors and escalations linked to training gaps.

Feedback scores from trainees and supervisors.