Account/Process Trainer

1 week ago

Angeles, Philippines TASQ Staffing Solutions Full time

Account/Process Trainer Clark Pampanga Benefits: Quarterly performance bonus. Outstanding career development opportunities and fast-track career progression. Enjoy a fair work-life balance. HMO and life insurance for the employee and 2 dependents for free. Inside the Central Business District area. Great Place to Work certified. General Responsibilities: 1. Training Needs Analysis: Ability to identify training needs accurately. Ability to extend follow-up support on the floor to sustain learning and improve performance. 2. Curriculum and Course Design: Demonstrates end-to-end understanding of course design methodologies. 3. Content Development: Demonstrates end-to-end understanding of content development and maintains appropriate methodology. 4. Course Delivery: Possesses effective delivery/training techniques and methods. 5. Research Methodology: Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance. 6. Partnering: Ability to work closely with various functions and stakeholders Ability to work closely with client teams effective cross-cultural communication 7. People Management: Building and leading cross-cultural teams Conflict management 8. Planning, Organizing, and Administrative Skills: Admin: Attendance, Agent Evaluation, Training Feedback, Utilization Report, Scheduling, CS Domain, Reports, Coordination with TIG/Facilities Ability to schedule trainings while optimizing the resources available Ensures training plan and delivery is executed in a timely manner Able to increase efficiencies within processes and the team Required Skills:CS and Tech Domain:Training experience in effective communication, customer service, technical support, and cultureTechnology Functional Knowledge:Basic working knowledge of word, Excel, and PPT to complete reporting and documentation efficiently and effectivelyHigh Impact Communication:Excellent oral and written communication skillsDisplays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service Lead by example.Analytical Ability:Examines data from multiple sources and integrates the data and inputs to determine and resolve key issuesArrives at multiple solutions/alternatives, keeping in mind the various stakeholdersProfile Screening Criteria/Checks:Screening according to skills defined above: at least 3 years of training experience in soft skills and customer service.Other  Key Requirements: Graduate of any 4-year course. At least 4 years of total BPO work experience with 2 years of experience as a trainer in the BPO/shared services industry. Preferably with a background or knowledge in tech support. Excellent oral and written communication. Amenable to working in shifting schedules in Clark. Amenable to work onsite

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