Employment Type: Full-Time Employment
Work Setup: 100% Onsite
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood, Libis, Quezon City
Salary Package: Up to 100,000 PHP/Monthly
Duties And Responsibilities
- Manage a team of individuals to develop and update training procedures, manuals, guides, and course materials, such as handouts and visual materials
- Monitor, evaluate, and record training activities and program effectiveness across all BPOs and internally
- Assess training needs through surveys, round tables with new hires and veteran associates, and consultations with managers
- Meet with department leads, product managers, program managers, category managers, and other stakeholders to determine training needs and develop solutions
- Create training using a variety of instructional techniques and formats, such as self-directed or instructor lead training, role-plays, simulations, team exercises, group discussions, videos, gamification, and interactive lectures
- Facilitate training with training managers (train the trainer (TTT), internal and external teams
- Manage and ensure Content Managers update the internal knowledge base, based on new products and services
- Manage internal project and learning management tools (e.g., create JIRA tickets, oversee user permissions in training portal, etc.)
- Track training requests from stakeholders
- Maintain a training calendar with training specifics
- Identify low-performing customer service areas using data analytics (Tableau, Sprinklr Contacts, Customer Satisfaction), to develop instructional materials and remediation plans
Qualifications
- BS degree preferred with 8+ years experience of Instructional Design and Training experience supporting Customer Service or Sales
- If no BS degree, 10+ years of relevant experience.
- Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
- Meticulous grammar and an eye for catching and fixing mistakes
- The ability to simplify complex concepts into easy-to-read, concise content
- A unique skill or passion that you can bring to the team (e.g., videography, graphic design, gamification etc.)
- Eagerness to learn and ability to shift priorities at a moment's notice
- Ability to work independently and manage vendor-training groups to deploy training effectively
- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques
- Knowledge of media production, communication, and dissemination techniques and methods
- Previous experience with applications such as Microsoft Word and PowerPoint, Cornerstone, Adobe Captivate, and MyAbsorb.
- Understanding learning principles and all relative Trainer Certifications.
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
