Your Impact

Training Delivery

• Conduct onboarding programs covering MSC itineraries, pricing logic, consultative selling, CRM systems
• Deliver upskilling workshops on objection handling, upsell techniques, premium customer advisory

Agent Coaching and Development

• Provide 1:1 coaching and skill practice for new hires during ramp-up phase
• Conduct side-by-side observations and call calibrations with Quality team feedback and Business Analyst
• Track individual agent progress against NTR targets and quality benchmarks

Content and Materials

• Adapt training materials for different languages and agent experience levels
• Create supporting job aids, quick reference guides, and microlearning modules
• Maintain up-to-date MSC product knowledge and competitive positioning

Performance Support

• Collaborate with Business Analysts to understand performance gaps an...