Senior Trainer

What You Will Deliver

• Strategic Regional Pedagogy: Architect and deliver a comprehensive training roadmap—covering onboarding, soft skills, and operational excellence—tailored for Call Center environments across both Hong Kong and Malaysia hubs.
• AI-Driven Transformation: Act as a change agent by researching and integrating cutting-edge AI tools (e.g., AI roleplay bots, automated QA sentiment analysis, and LLM-powered knowledge bases) to digitize and scale the learning ecosystem.
• Data-Led Performance Coaching: Partner with CS Leadership to translate Quality Assurance (QA) metrics into actionable training interventions, closing performance gaps through targeted, data-driven workshops.
• Cultural & Service Localization: Serve as the "cultural bridge" to ensure the Malaysia hub masters the nuances of Hong Kong’s fast-paced "street-smart" logistics culture and high-touch service expectations.
• People Leadership: Lead, mentor, and elevate two Training Executives, ensuring high-quality instructional design and consistent delivery across all modules.
• Organizational Knowledge Management: Champion a culture of continuous learning by facilitating cross-border knowledge exchanges and maintaining a centralized, "single source of truth" digital library.
• Executive Insights & ROI: Synthesize complex training data into high-impact management reports, demonstrating the tangible ROI of training initiatives on service KPIs and customer satisfaction.

Who You Are

• Associate Degree or above in Human Resources, Communications, Business, or a related discipline.
• Minimum 5 years of training experience, including 2+ years in a leadership role. 
• Experience in a high-volume Call Center or Logistics environment is highly preferred.
• Demonstrated experience in building a Learning & Development (L&D) framework from the ground up, rather than just delivering pre-set content.
• A genuine passion for AI and automation; you aren't just a user of tools, but someone who explores how they can disrupt and improve traditional training.
• Exceptional coaching and presentation skills, with the "emotional intelligence" to manage stakeholders across different levels and regions.
• A keen observer who can look past surface-level issues to solve root-cause performance problems with a holistic view.
• Fluency in English, Cantonese, and Mandarin is essential for effective cross-regional collaboration.
• Willing and able to travel outside Hong Kong occasionally (primarily to Malaysia) to conduct in-person training, audits, and team-building initiatives.

 What We Offer

• Public Holidays, Birthday Leave, Medical Insurance & Dental Insurance
• A multi-cultural team
• A company provides a casual and flexible working environment
• A company promotes learning, continuous improvement, and personal growth