Responsible for conducting product, upskills and language training to new hires and evaluate their performance based on their competencies.
Assess training needs, determine learning gaps (Training Needs Analysis), recognize learning opportunities, develop and deliver training/coaching to affect performance.
Effectively facilitate learning using wide variety of delivery methods appropriate to the audience/situation, including: instructor-led-training, workshops, job aids, net meetings and e-learning.
Provide post-training support, follow up and coaching to frontline employees and team members.
Perform other tasks that may be required by operations and clients.
Creation and/or Revision or enhancement of training modules specific to the account.
Creation and Facilitate training programs that will enhance agent's skills and knowledge about the project.
Sends daily/weekly/monthly report in regards to training activity.
Study, Track, and Analyze 30-60-90 day progress of new hires and recommend/suggestion action plans based on data gathered.
Create, Facilitate and Conduct Knowledge Checks on a regular basis to assess agent's knowledge of the product and processes.
Role Profile:
Pref. College degree but Non bachelors are welcome to apply and be process.
Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)
Excellent oral and written communication skills at all levels of the organization with minimal supervision.
Knowledge in Microsoft Office applications including Excel, PowerPoint and Word.
Has good attendance records.
Ability to impose Self-Direction.
Can Work under minimal supervision.
Amenable to work onsite, Ortigas, Pasig City and Gilmore, Quezon City.
Amenable to work on a shifting schedule, weekends and holidays.
