BPO Trainer

6 days ago

Pasig, National Capital Region, Philippines WNS Full time

WNS Pasig, National Capital Region, Philippines

2 days ago Be among the first 25 applicants

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Minimum Requirements:
  • At least two (2) years in the BPO training function
  • Excellent interpersonal, English communication, and writing 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
  • Preferably with knowledge of products from the banking and financial industry

Job Description:

  • Be ready to learn the process, get trained and certified yourself and become the certified trainer for the account.
  • Manage basic tasks in the classroom and OJTs, drive call simulations, knowledge assessments, and retention activities.
  • Drive BAU practices, conduct regular assessments, drive process updates completions, and ensure process accuracy by liaising with operations and quality teams. Drive soft skills training.
  • Coordinate training logistics with facility, WFM, Ops, and all other functions.
  • Have knowledge of the business/process in the customer experience area.
  • Have excellent communication skills and be able to interact with internal stakeholders and clients.
  • Have analytical ability and understand the business impact of numbers.
  • In-depth understanding of training metrics and their impact on business metrics.
  • In-depth understanding of TNI/TNA processes and 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 to provide inputs on development areas for projects initiated.
  • Provide real-time support to teams working on projects.
Seniority Level:

Associate

Employment Type:

Full-time

Job Function:

Customer Service and Training

Industries:

Outsourcing and Offshoring Consulting

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