Current Openings

Job Responsibilities:

• Conduct onboarding training for new hires and deliver ongoing training sessions to ensure employees fully understand company policies, processes, and service standards.
• Utilize diverse training methods such as classroom sessions, role plays, observations, and assessments to maximize learning effectiveness.
• Design, develop, and continuously update training materials and curricula to ensure accuracy, relevance, and clarity.
• Monitor and evaluate the effectiveness of training programs, providing targeted coaching to improve employee performance.
• Collaborate closely with Quality Assurance and Operations teams to support performance improvement initiatives related to training.
• Maintain and manage training systems (e.g., Learning Management System) to keep courses current and track trainee progress.
• Participate actively in training planning to support business growth and enhance team capabilities.
• Stay informed about industry training trends to continuously improve content and delivery methods.
• Create clear and engaging PowerPoint presentations; simplify complex materials into easy-to-understand content to facilitate agent learning and acceptance.

Requirements:

• Diploma or Degree holder is preferred.
• Minimum 1-2 years of experience as a Trainer in a BPO, call center, or ecommerce environment, preferably with knowledge of customer service, sales, or related processes.
• Experience with ecommerce business models and processes is an advantage.
• Strong skills in training design and delivery, with excellent communication and presentation abilities.
• Good organizational and coordination skills; capable of working independently.
• Fluent in spoken and written Mandarin, English, and Malay. We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers.
• Familiarity with MS Office, Google Workspace, and various training platforms.
• Responsible, a team player, and able to perform well under pressure.

Job Responsibilities:

• Manage daily operations of customer service projects and call center activities to ensure smooth execution.
• Lead project planning, client communication, role allocation, and human resource management.
• Drive continuous process optimization to improve resource utilization and reduce operational costs.
• Conduct staff training, coaching, and performance evaluations to enhance overall team performance.
• Develop and implement operational strategies to improve efficiency and service quality.
• Analyze operational data (such as CMS reports and KPIs) and provide practical improvement recommendations.
• Collaborate with cross-functional teams to ensure operational goals align with company strategy.
• Participate in solution design and client presentations, demonstrating strong project management and operational capabilities.
• Manage key client (principal / client-side) relationships to ensure effective communication and project delivery.

Job Requirements:

• Must be able to speak and read Chinese (Mandarin) to communicate with China-based teams and clients.
• 3-5 years of call center or customer service operations experience, with at least 3 years in a managerial role.
• Proven experience managing large teams and familiarity with BPO/customer service operations.
• Hands-on frontline experience with successful progression into an operations management role.
• Strong experience in managing key clients and driving project implementation.
• Ability in solution design or operational planning.
• Familiar with call center metrics, workforce scheduling, manpower planning, and CMS/KPI reporting.
• Strong business acumen with strategic thinking and a data-driven approach to decision-making.
• Demonstrated success in cost control and process optimization.
• Excellent leadership, communication, and stakeholder management skills.
• Able to accept overseas travel and work assignments, and adapt to multi-location working environments.