Training Specialist (Call Centre)

Job Responsibilities

• Conduct full coaching sessions (Coach each Telemarketer for a minimum coaching session per week documented).
• Complete the weekly coaching forms.
• Conduct at least one monthly call calibration session, depending on campaign outliers, to coach.
• Emphasize the basics of emotional selling skills and touch on certain products when required.
• Focus on the individual and carry out a follow‑up session with the Telemarketer after coaching to ensure progress on areas of improvement.
• Maintain a Coaching Tracker – a reporting tool detailing current and previous agents with remarks and action proposals.
• Close the gaps on areas of improvement after coaching.
• Show results for all coached agents to their respective head of department.

Qualifications

• Minimum education: Primary/Secondary School, SPM/O level, Higher Secondary/STPM/A level/Pre‑U, Professional Certif...