Communications Trainer
1 week ago
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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