Trainer (Call/Contact Center Service)

In order to improve knowledge and training management to an agent in Managed Service, it should create a training specialist as requirement bellow:
Responsibility:
Supervising Knowledge and Training to team member (agent and team leader) through rostering, monitoring, briefing, coaching, and others.
Responsible for the planning, execution, and analysis of programs that support the results of all contact center services (function Employee Support).
Regular side by side with inbound (and outbound) agent due to get information or fact finding and needs in term of training materials and methods.
Follow and engage actively in service improvement and motivation programs.
Taking decision about problems that occurred in the entire program that supports service Contact Center and its analysis.
Responsible to develop personal performance like training, briefings, find latest information, and others.
Responsible to improve quality of all unit in CRM & CE within agreed development period
Follow and make sure all team members are actively involved work closely with operation to maintain perspective.
Follow and make sure the whole team is actively involved in the activities of the certification / assessment conducted.
Provide an online test questions for the entire product knowledge for customer services and ensure all test question submitted into system.
Responsible and ensure update product/program into system for customer service (function Employee Support).
Provide Activity Report as Team performance report daily, weekly and monthly bases.