Communications Trainer

1 week ago


Manila, National Capital Region, Philippines Magellan Solutions Outsourcing Inc. Full time

BASIC FUNCTIONS:

  • Mainly conduct training to sensitize new hires with English communication skills and cultural awareness
  • Create, test and optimize mock call scenarios to most effectively impact agent KPIs when they are endorsed to Operations.
  • May be required to assist in or conduct needs assessment
  • Work with Operations and QA to identify training opportunities and requirements in terms of soft skills
  • Run refresher training programs based on operational requests and identified performance gaps
  • Create, develop, and deliver modules based on a specific training need arising from escalations, RCA or operational request
  • Share and communicate expertise on the requirements of campaigns from a training perspective

COMPETENCIES NEEDED:

  • Excellent oral and written communication skills
  • Knowledgeable in adult learning principles and learning outcomes, TNA, RCA, ADDIE and facilitation
  • Excellent training delivery and facilitation skills
  • Excellent coaching skills
  • Ability to exercise managerial judgment and perform as a mentor
  • Results focused initiative to achieve required results. Methodical, accurate with attention to detail
  • Good working knowledge of MS-Office and Internet-based tools
  • Good team working skills with the ability to contribute to effective team performance

QUALIFICATIONS:

  • Must be a college graduate of any degree or specialization
  • At least two years' experience as a trainer in the BPO industry handling communication skills training for new hire classes
  • At least a year's experience in the customer service queue handling voice, email and chat
  • Good interpersonal and people management skills with a good problem-solving approach

What's in it for you?

  • Competitive Salary Package
  • Leave Credits (Convertible to Cash)
  • Government Mandated Benefits
  • Annual Performance Appraisal
  • HMO + 1 dependent
  • Retirement plan
  • Fast Promotion
  • Opportunity for growth
  • Continuous learning programs
  • Work-life balanced activities
  • Great work culture
  • Company Events
  • Staff House (Shared Cost Accommodation)
  • Relocation assistance
  • Free Shuttle Service
  • Fast hiring process
  • Virtual/Phone interview
  • and many more
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