Call Center Trainer

4 weeks ago

Pasay, Philippines TASQ Staffing Solutions Full time

About the job Process Trainer (MOA Pasay) | Onsite

Work Setup: 100% Onsite (MOA Pasay)
Work Schedule: Graveyard shift (8PM-5AM or 9PM-6AM)

Responsibilities:

  • Must be college graduate
  • Minimum 2 years of experience in the BPO industry
  • At least 1 year of experience as a Process Trainer (Life Insurance background preferred)
  • Ability to transfer knowledge, develop and motivate a team
  • Understanding of end-to-end processes and appreciation of critical parameters
  • Ability to work in a continually challenging environment
  • Ability to communicate effectively to a variety of audiences
  • Good written and verbal communication skills
  • Great customer service skills
  • Basic knowledge of MS Office Excel, PowerPoint, Word

Qualifications:

  • Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
  • Monitors and completes daily attendance tracking during the entire process training until nesting
  • Formulates effective activities, exercises or assessments for learning improvement
  • Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
  • Ensure compliance to client and organizational policies and procedures
  • Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
  • Deliberate to identify new hires needs in training and nesting
  • Monitor trainees post-nesting performance for the first 3 months after being endorsed to operations
  • Deliver the training content/context based on the agenda/curriculum
  • Demonstrate effective leadership to individuals including new hires and tenured agents
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