Location: BGC, Taguig City
Work Set up: Working in Office
Minimum Requirements:
- College Graduate or at least completed two years in college
- Minimum of 3-year Contact Center experience with in-depth
- Coaching and people development
- Ability to communicate and influence effectively
Key Responsibilities and Accountabilities:
- Facilitate product training
- Conduct refresher sessions
- Responsible for onboarding new hires on how to provide business-to-business customer support
- Participate/Conduct screening for potential resources profiled to the account (Voice and Accent Assessment)
- Track and compile new hire training data. Collected data is shared with Training, Quality and Operations leadership
- Supervisee and provide support to Operations
- Review employee performance and learning
- Work with the Training and Quality, managers, and leadership in addressing training needs for new trends, as well as, updating existing training materials on changes for existing processes
- Provide coaching to new hires to inform them of their running performance
- Conceptualize training materials based on data and research
- Create training strategies, initiatives, and materials
- Develop a schedule for upskill training based on the identified needs
- Review feedback from the training programs delivered so that potential areas requiring actions are recognized and changes are made accordingly.
- Communicate training needs and online resources
- Maintain a database of all training materials.
