• Assistant Manager Learning Development & Knowledge Assurance Jobs in Malaysia - 992138

    U Mobile Sdn Bhd
  • 5 - 7 Years
  • Malaysia - Kuala Lumpur
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  • Posted 20 days ago
  • Job Views: 6
  • Job Applicants: Less than 10

Job Description

Job Purpose

The role is responsible for ensuring that Customer Experience support and Contact Centre staff has the required knowledge and skills to provide the kind of service that can build high levels of customer satisfaction This role has the responsibility to ensure that the training team delivers required and appropriate product training and briefings on a timely basis and that necessary information is available and/or updated for staff reference By ensuring the coaching, training and knowledge assessments of both new and experienced agents, this role helps U Mobile Contact Centre meet the most important goals; ie provide outstanding customer experience, reduce operating expenses, improve productivity, retain customers, and lower agent attrition

Key Accountabilities
To conduct knowledge assurance activities for CXE Contact Centre that involves assessment of staff knowledge and competency levels and to identify learning and development requirementsTo ensure that required knowledge and skill enhancement training and activities/programmes are carried out sufficiently and effectively by Knowledge Management team, Operations and vendors to meet required standardsTo ensure that relevant information (product, services, etc) are available, current and accurate, to enable contact centre staff to carry out their duties effectively and efficientlyTo measure post-training assurance levels, and to ensure an ongoing learning and development cycleTo support Customer Service's staff career progression and staff retention objectives, by identifying potential talent for grooming and career enhancement opportunitiesCommunicate professionally with organisational and operational counterparts and other support teams (eg Team Leaders, QA, etc) to drive Customer Service Executive efficiency and effectiveness towards common goalsTo ensure that regular feedback and periodic reports and analysis are producedTo support the Knowledge Management team with duties and tasks as and when required

Key Qualification and Experiences
At minimum, a degree in any disciplineProficient spoken adn written English Language and Bahasa MalaysiaAt least 3 years of background in human resource training & development and/or talent retention practicesMinimum 2 years experience in Contact Centre Operations or Backend SupportMandarin capability (spoken/written) is an added advantage

Profile Summary

Type:Company Job



Salary:Not Disclosed

Deadline:30th Jan 2020

Company Profile

U Mobile is Malaysia’s most dynamic and innovative mobile telecommunication service provider that offers millions of next generation mobile consumers the freedom to “Live Connected”. Since 2007, the company has been constantly providing high quality mobile voice and data services with its wide distribution network backed by affordable pricing strategies. It has one of the most unique telecommunications network structures in the region backed by its own-built network infrastructure, which supports high-speed mobile broadband covering major urban areas in the East and West Malaysia.
Customers of U Mobile can choose from a variety of competitive prepaid, postpaid, high-speed mobile Internet plans and latest mobile devices to achieve a fully connected lifestyle anywhere and anytime. The products and services distinguish themselves through attractive value propositions and value-added services, giving consumers high quality mobile services at best value rates. U Mobile also made its products and services to be highly accessible through traditional and non-traditional distribution channels to broaden audience reach. These strategic business approaches are the core reasons why U Mobile was awarded the coveted Frost & Sullivan’s “Most Promising Service Provider of the Year” at the 2012 Frost & Sullivan Malaysia Excellence Awards.
U Mobile’s major shareholders include U Telemedia Sdn Bhd (an investment by Tan Sri Vincent Tan, Founder of Berjaya Group) and Straits Mobile Investments Pte Ltd (a subsidiary of Singapore Technologies Telemedia Pte Ltd - ST Telemedia). U Telemedia’s stake in U Mobile provides an unparalleled support advantage, as U Mobile is able to reach out to a wider audience through the Berjaya Group of Companies for its nationwide distribution channels, local business network and joint marketing collaborations. This partnership is also supported by ST Telemedia’s telecommunications expertise, which gives U Mobile an edge by increasing competitiveness in the marketplace.
U Mobile will continue to leverage on strategic partnerships and innovation to translate technological advancements into more affordable and flexible products and services for its millions of customers. The aim is to provide customers an enhanced and seamless mobile experience with U Mobile.
Today, U Mobile boasts a vibrant workforce and culture that centre on its 5 corporate values of excellence through Passion, Trustworthy, Inspiring through Innovation & Creativity, Teamwork and Fun.

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