Portal eMASCO

Call Centre Trainer responsible for training new customer service employees and supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated.

Alternative Names

Tasks

Preparing procedures and policies regarding sales techniques and appropriate agent conduct

Scheduling and conducting training sessions on various call center topics to prepare and support new employees

Training experienced employees on new or updated call center procedures to improve their performance

Observing the daily operations of call center employees and identifying any areas of improvement

Develop call center educational materials, such as digital presentations, how-to manuals and instructional videos

M
Professional, Scientific And Technical Activities

IT-121-4:2011
Database Programming

0611
Information Technology and Information System
0688
Inter-Disciplinary Programmes and Qualifications Involving Information and Communication Technologies

Skills

Asas

Active Listening

Proficiency in giving full attention to what other people are saying, taking time to understand the points being made and asking questions as appropriate.

Critical Thinking

Proficiency in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Decision Making

proficiency in choosing between two or more alternatives.

Reading Comprehension

Proficiency in understanding written sentences and paragraphs in work related documents.

Active Learning

Proficiency in applying new knowledge.

Khusus

Working with Computers

ability to use computers and other digital tools to develop, install and maintain ICT software and infrastructure.

Food Safety

proficiency in food handling, preparation, and storage practices that preserve food quality to prevent contamination and food-borne diseases.

Cybersecurity Assessment

proficiency to identify cybersecurity risk level and determine the maturity of their cybersecurity programs.

Network Administration

proficiency in administering and managing the computer networks of one or many organisations.

Penetration Testing

proficiency in simulating cyber attack against computer system to check for exploitable vulnerabilities.

Related Courses

Training Programmes

e-Latih Online Courses

TVET Madani Courses