Trainer/ Process Lead

3 days ago

Manila, National Capital Region, Philippines NTT Philippines Digital Business Solutions, Inc. Full time

Required experience:

Demonstrated experience as a Technical Training Instructor gained within a similar working environment.Demonstrated experience with designing technical training programs and workshops.Demonstrated experience with learning management software.Demonstrated experience in conducting training, and process design and development.At least 1 to 2 years call center experience in a QA, training, or team coach capacity in a technical or an IT Service Desk account.At least 1 to 2 years related experience with technical and customer/client training/facilitating experience.With at least 1 to 2 years related experience preferably with background in IT Service Management/OperationsKnowledge of various training and teaching methodsExcellent decision-making and organizational skillsGood time-management skillsGreat interpersonal and communication skillsExcellent communicator with the ability to explain complex subjects in a clear and interesting way.Proficiency in MS Office and database softwareExcellent interpersonal skills in an intercultural environment, can work with minimal supervision.Strong analytical skills with outstanding written and verbal communication skillsWilling to work in BGC, Taguig (Mon-Fri) Dayshift; 8AM-5PM or 9AM-6PMOpen to 6 months project-based employment Can start ASAP/30 days
Academic qualifications and certifications:
Bachelor's degree or equivalent in an IT field
Certification such as CTT+ (Certified Technical Trainer) is preferred.
Related technical certification(s) preferred.

Technical Training and Process Lead

General Function:

Responsible for developing training curriculum and training materials and ensure that the training materials are kept current with the Customer RequirementsTrain agents and ensure that they stay competent and skilled for their technical jobs.Monitors and measures the quality of support interactions (calls/ emails) and enforce proper ticket hygiene of both helpdesk and onsite support staff.Prepares and presents audit reports for management to identify issues and performance.Overall responsible for assigned account's process including documentation, change control, and process training.Document Custodian for documents that must be controlled and kept for audit/internal requirements.
Key role and responsibilities:Develop personnel training curriculum and training materials.Conduct training programs for technical software, hardware, Customer Service, basic writing (email correspondence), telephone and call control skills.Create core standards and competency testing for trainees and new hire applicants.Ensure training modules and database kept with current Customer requirements.Interact with Service Desk Managers/Leads, Supervisors, Center of Excellence team to establish applications and systems training for current and new accounts.Research new ideas and techniques in technical training delivery.Keep abreast of technology and customer service trends in the industry.Evaluate training to measure effectiveness of training program.Identify and perform training needs analysis within the Service Desk, as necessary.Update and maintain the knowledgebase of the account.Measure agents'/trainees' competency through assessments, call evaluations and case audits. Develop improvement plans to address account training and knowledge needs.Overall responsible for assigned account's process including documentation, change control, and process training.Develop and maintain document control processes for the efficient management and recording of organization's documentation.Updating knowledgebase changes on the internal database (product/process)Act as a Service Desk Process owner and custodian for process documents and work-level instructions.Responsible for training documentation, testing materials, and performing account specific process and technical training for all agents supporting assigned account(s).Support leadership initiatives to improve and enhance service support within the Service Desk.

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