BPO Learning Specialist
3 weeks ago
Duties and Responsibilities
Conduct Language Skills Support Training, Accent Neutralization Training, and other language training programs as developed, as part of New Hire training programs specific to different programs.
Create, Enhance, and Facilitate additional training courses or programs related to the Company’s University for the on-going development and support of our existing employees. These training programs focus on leadership competencies and specific tools that will help develop future and current leaders in the organization.
Evaluate language usage of designated employees requiring extensive support.
Create and implement action plans in order to provide on-going and supplemental language training to employees requiring additional training.
Plan, organize, and deliver specific language support activities to improve English communication skills.
Participate in programmed voice assessments for the evaluation of incoming Trainee Candidates.
Coordinate with the Operations departments and the Leadership Development Supervisor or Manager to provide language support as needed.
Maintain close coordination with Operations management to ensure the correct and constant use of the English language on the call floor.
Support Language incentive programs and coordinate project specific language incentive activities to achieve better implementation of English language skills.
Inform management of English usage training progress.
Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations relating to job duties.
Knowledge, understanding, and compliance with Company policies and procedures.
Follow up in a timely manner to ensure customer satisfaction.
Provide feedback to management concerning possible problems or areas of improvement as well as team performance.
Make recommendations to implement improved processes.
Perform other duties as assigned by management.
Qualifications:
Candidate must possess at least a Bachelor's/College Degree, Humanities/Liberal Arts, Linguistics/Languages, Mass Communications or equivalent.
At least 2 years(s) of working experience in the related field is required for this position.
Preferably 1-4 Yrs Experienced Employees specializing in Training & Development or equivalent.
Computer literate with PPT, Word, Excel, Outlook, etc
Strong presentation skills
Solid research and instructional skills
Strong ability to exercise good judgment and make sound business decisions.
Ability to handle multiple and shifting priorities.
Excellent leadership, interpersonal, problem-solving, analytical and organizational skills
Team-oriented
Flexibility in schedule and workload
Maturity to maintain confidentiality.
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