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[와국계통신보험사] Trainer/콜센터 훈련교육 경력/영어가능
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담당업무 role is responsible for delivering high quality training to our contact centre
within Customer Solutions. The primary focus will be on developing and
facilitating the induction program to set all front of house staff up for
success. Key Accountabilities
Develop and facilitate the induction program for the contact centre
 Create the training curriculum for all front of house staffs induction
program taking into consideration both behavioural and technical areas
 Develop the training schedule for the first 3 - 6 weeks organising time
with key stakeholders in the business
 Preparation and organisation of training material for new starters
 Conducting class room training for new starters in a small – medium
sized group environment
 Ensure all required mandatory compliance training is completed by new
starters in adherence to regional and US deadlines
 Ensure the on-boarding for new starters is a smooth process including
ensuring that paperwork and recruitment processes (e.g. Background
check) are completed in a timely manner working closely with the HR
Business Partner and HR Operations team
Oversee the probationary period of new starters in the contact centre
 Manage the transition of new starters from the training environment into
the ‘live’ call environment
 Conduct call listening, providing regular feedback through one-to-one
coaching sessions with new starters
 Allocation of new starters to teams liasing with the Operational Managers
taking into consideration observed behaviours and learning styles where
necessary
 Work closely with Team Managers to address any performance concerns
of new starters to ensure they are appropriately managed in a timely fashion
during the probationary period, this may include conducting probationary,
extended and failed probationary reviews in line with employment legislation
with the support of HR
Conduct refresher training to existing staff
 Work closely with the Training Manager, Operations Manager, Team
Managers and Quality team analyse performance to identify to address any
potential training gaps
 Assist the Training Manager in the design training solutions and conduct
training to address training gaps acting under their guidance / support
 Assist in rolling out new processes with changes from other
departments, organisational or stakeholder changes that may impact the
contact centre operations
You will also be required to assist the Training and Quality Manager with
any other duties as required
자격요건 2 + years’ experience in a Contact Centre role with particular exposure to
frontline management / one – to – one coaching or Training
Strong working knowledge of Call Centre operations
업종 보험업
직종 교육/훈련업무(HRD)
근무지 서울
직급 Trainer
경력 2 년 이상
학력 학사
제출서류 국문 and 영문이력서(MS-WORD 작성 요청드림)
기타
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