Training Specialist

1 week ago

Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time

Qualifications

  • Overall 4-5 years' experience in contact centre/customer service operations with a minimum requirement of 2 years in the training function.
  • Knowledge of products from the banking and financial industry would be an added advantage.
  • Excellent interpersonal, English communication, and writing skills.
  • Excellent facilitation skills.
  • Should have an eye for detail.
  • Coaching and feedback skills.
  • Should possess an eagerness to learn on the job.
  • Excellent knowledge of MS Office.
  • Knowledge in Reporting Tools Financial Snapshots.

Job Description:

  • Over 2 years of experience as a process trainer for a customer service contact centre, preferably from the banking and financial industry.
  • Be ready to learn the process, get trained and certified yourself, and become the certified trainer for the account.
  • To be able to manage basic tasks in the classroom and OJTs, drive call simulations, knowledge assessments, and retention activities.
  • Driving BAU practices, conducting regular assessments, driving process updates completions, and ensuring process accuracy by liaising with operations and quality teams. Drive soft skills training.
  • Training logistics with facility, WFM, Ops, and all other functions.
  • Should be knowledgeable in the business/process in the customer experience area.
  • Should have excellent communication skills and be able to interact with internal stakeholders and clients.
  • Should have analytical ability and the ability to understand the business impact of metrics. Should be able to manage multiple teams and locations by providing KPIs and driving them.
  • In-depth understanding of training metrics and their impact on business metrics. In-depth understanding of TNI/TNA processes and the ability to make recommendations for process improvements.
  • Be well-versed in analyzing data and suggesting measures towards improving revenue generation for the function.
  • Maintain vertical hygiene and compliance by ensuring reports, data, and documents are in place.
  • Promote standardization by creating SOPs across training.
  • Promote behavioral training programs and ensure maximum participation.
  • Work with the vertical leads in providing inputs on development areas for initiated projects.
  • Provide real-time support to teams working on projects.
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