**Operations Trainer****Experienced (Individual Contributor)**Location Malaysia - Kuala LumpurDepartment OperationsSeaMoney is a part of Sea Group, a leading global consumer internet company.
SeaMoney's mission is to better the lives of individuals and businesses in our region with financial services through technology.
SeaMoney's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products.
These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.
**Job Description:*** Develop and deliver training programs to operations staff on a range of topics, including customer service, product knowledge, and call handling techniques.
* Assess training needs and identify areas where additional training is required.
* Work closely with operations and quality assurance teams to identify training gaps and develop training solutions to address these gaps.
* Evaluate training effectiveness and make adjustments as necessary to ensure that training meets the needs of the organization.
* Develop and maintain training materials, including training manuals, job aids, and multimedia presentations.
* Monitor and evaluate the performance of operations staff to identify areas for improvement and provide coaching and feedback to help them improve their performance.
* Stay up-to-date with industry trends and best practices in call center training and customer service.
**Requirements:*** Bachelor's degree in business, education, or a related field.
* 3+ years of experience in call center operations or training, preferably in a customer service or sales environment.
* Strong knowledge of call center operations, including call handling, customer service, and quality assurance.
* Excellent communication and interpersonal skills, with a proven ability to deliver engaging training sessions to large groups.
* Strong analytical and problem-solving skills, with a demonstrated ability to identify training needs and develop effective training solutions.
* Proficiency in Microsoft Office and other training tools and platforms.
* Experience with Learning Management Systems (LMS) is preferred.
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