BPO Trainer

1 week ago

Cebu City, Philippines Trinity Workforce Full time

Qualification:

Need to have good facilitation and presentation skills.
Minimum of 3 years total experience (At least 6 months to 1 year as a Trainer)
Must have experience in handling Sales Campaign
Good working knowledge of computer i.e., MS-Office, Excel and PPT
Should have an excellent understanding of Knowledge Management and Quality processes
Should have excellent analytical skills, Training Need Identification (TNI), Change control and ability to work independently
Good understanding of Travel Sales
Detail oriented with ability to organize tasks well
Excellent verbal & written communication & presentation skills
Good Interpersonal & people management skills with good problem-solving approach
Ability to exercise managerial judgment and perform as a mentor
Expert knowledge of service procedures
Good client relationship management skills and experience will be preferred
Must be proficient in both English and Tagalog.

Roles and Responsibilities

On boarding the new hire staff to the customer service role. This includes structured and intensive new hire training, and the topics covered would be around product, process, culture, cadence and so on. 30% of the time is spent in mock calls, scenario-based discussions and feedback sessions.
Prepare training materials such as outlines, text, and handouts and present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos, and lectures as well as develop alternative training methods if expected improvements are not seen.
Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.
Contribute to the hiring process by analyzing the trainees on Voice & Accent/ Soft Skills areas and share feedback/improvement areas with Hiring team.
Should strive for maximum End to End (E2E - preprocess+process+OJT) throughput of 85%. This includes invol attritions and any performance failures.
Collate the training results and documentation of the same to present to the senior management weekly/monthly.
Assessing employee skill levels. Identifying training needs. Develop and execute domain and Non Domain training delivery under specified timelines.
Making sure training goals align with account/client objectives.

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