Learning & Development Specialist - eBusiness - Kuala Lumpur

Kuala Lumpur, Malaysia
12 Apr 2017
10 May 2017
Stefania Cook
Job function
HR & Training
Full Time
Contract Type

Learning & Development Specialist - eBusiness - KL

Our client is looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. You'll support both determined business objectives (KPIs) as well as employee career development through learning programmes tailored for the company's worldwide contact centres network.

About you:

  • You're passionate about travel & assisting others
  • You excel at interacting with clients & using new technologies

Your experience:

  • You hold a Bachelor Degree
  • You're a native level Mandarin & Cantonese speaker
  • You have a deep knowledge of the China travel industry
  • You're up to date with Contact Centre Training & QA methodologies / BPO
  • You have a minimum of 5 years' experience as a trainer or experience of being involved with training in a Supervisor / Team Leader role
  • Proven experience and knowledge in effective training, coaching and people management practices

About our client:

They are one of the fastest growing online hotel booking platforms in Asia, with a global footprint. Despite the success and size of the company, they still operate with a start-up feel.

About the role:

Identification of Training Needs

  • Work with China Operations Management & the Chinese learning & development (training) specialists to identify training needs across the contact centre in order to ensure SLAs are met
  • Monitor Chinese team learning activities, training delivery, feedback surveys and performance reports to ensure consistency and meeting learning objectives
  • Support, coach, mentor the team in reaching their KPIs, their objectives and professional growth
  • Design and deliver specific training required - you'll deliver core training modules including sales skills, customer service, systems training, leadership training tailored to the Chinese markets needs
  • Closely work with Chinese Operational management to ensure that Chinese customer support specialists reflect consistent high standards of product knowledge and interpersonal skills for both internal and external communications
  • Actively research and collaborate with Tech and CN Operations teams to identify new ways of supporting the business and processes optimisation

Training Design & Delivery

  • Design and deliver ongoing training programs (including e-learning platforms) to enhance, correct or bridge skills gaps
  • On the job one-to-one coaching sessions with both customer support specialists, trainers & team leaders to meet specific training and development needs as necessary
  • Create & maintain a learning environment in contact centres
  • Create and execute remote learning programs for all locations
  • Create and continuously up-skill training platforms

Evaluation & Assessment

  • Evaluate all training carried out to ensure that the areas of learning developed during the training have been transferred back to the workplace, and that the training has been relevant, informative and effective
  • Track, analyse & report the success of the training programs
  • Updates own job knowledge by studying industry best practice & participating in training activities
  • Support the work done through training courses by providing one-to-one coaching, as and when required
  • Assist in the identification of training needs

What's on offer

  • Competitive salary
  • Young and dynamic multinational team
  • Career opportunity regarding moves within Travel Operations teams and global locations as well as other departments within the company
  • Possibility for continuous learning & development through corporate training programs (Harvard Mentor)
  • Possibility to work in different locations
  • Modern working environment

Please note that this role is based in Kuala Lumpur - Full visa & relocation is available

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