HSBC HSBC tuyển dụng Contact Centre Sales & Service Trainer (GCB6)

[HSBC]

View attachment 19291 ​

Ngân hàng HSBC thông báo tuyển dụng

Nơi làm việc: Hồ Chí Minh
Hạn chót nhận hồ sơ: 15/10/2018
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JOB DESCRIPTION

• Radiate confidence and credibility inside the classroom and is able to model and or coach the desired behavior to trainees and peers
• Ensure process training is completed in accordance with the training plans
• Complete all administrative tasks including material duplication, manual assembly, supplies requisition, certificate completion, schedule preparation, room readiness and applicable tracking and reporting of information
• Involvement in Materials Development and Maintenance
• Set proper trainee expectations and provides high quality, effective training which incorporates the HSBC brand values.
• Produce accurate training documentation within agreed timescales and in conjunction with Learning & development, the global support utility and HR as required.
• Ensure that all pre and post course preparations are done in a systematic and planned manner.
• Committed in achieving department and organization goals and objectives
• Design assesses, coordinates up-to-date training plans and curriculum liaising with the global support utility, Learning & Development, customers, direct reports and line managers as required
• Take customer phone calls when not in training class and ensures all certification levels are maintained
• Treat customers fairly and with integrity
• Take full accountability for the leadership, coaching, performance and absence management the classroom
• Managing employee related concerns such as retention, absenteeism, morale, conflict resolution, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.
• Embed a Best Place to Work environment for all your team
• Support individuals through the welcome and on-boarding stage of the induction programme and set stretching goals for self and team
• Act as a role model for our Group values and behaviors, authentically engaging with your team, colleagues and customers to deliver Superior Customer Service through them
• Demonstrate professionalism and confidence
• Maintain best place to bank principles through coaching and training

JOB REQUIREMENT

• Training experience in a call center environment.
• Experience in a customer service environment or related position, preferably in a financial, teleservices or telecommunications company
• Demonstrated experience and knowledge of all products and propositions in contact centre scope
• Demonstrates ability to manage and control groups with focus on group dynamics
• Must be proficient in the language(s) required by the process
• Open to working flexible shifting schedules
• Understanding of internal control, risk management (operations), and quality audit parameters
• Experience in creating curriculum, presentations and facilitator guides.
• Computer literacy (word processing, spreadsheets and database applications)
• Excellent oral, written, and interpersonal communication skills
• Ability to express ideas clearly and concisely
• Ability to adapt in a dynamic and fast-paced environment
• Must have proven ability to rapidly develop and deploy training solutions to support program

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Công ty CP Đầu tư & Phát triển UB Việt Nam
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