Process Development Specialist

3 days ago

Quezon City, National Capital Region, Philippines Solid Lyndelle Manpower Services Inc. Full time
Job Title: Process Trainer

We are seeking a highly skilled Process Trainer to join our team at Solid Lyndelle Manpower Services Inc. The successful candidate will be responsible for delivering continuous training and development programs for our agents, developing and delivering training and certification programs to enhance knowledge and skills, and implementing training courses including outlines and syllabus for the platform they are assigned to.

Key Responsibilities:
  • Deliver continuous training and development programs for agents
  • Develop and deliver training and certification programs to enhance knowledge and skills
  • Implement training courses including outlines and syllabus for assigned platforms
  • Maintain and inventory of all training material assigned
  • Develop and implement report methodology to determine status and verify certification into operations
  • Accountable for the quality of all agents brought to the floor sign off methodology
  • Adhere to schedule of training programs
  • Attend training meetings
  • Expand training knowledge through seminars and staying up-to-date with current training issues
  • Work with Operations and Quality Assurance to understand problem areas of current agents and institute into training process
  • Work with Operations to design and implement refresher training for current certified agents
Competency Requirements:
  • With Moderate Competency Level in: Process Improvement, Performance Management, Discipline Management
  • With Expert Competency Level in: Communication Skills (Spoken), Communication Skills (Written), Customer Service Orientation, Computer Literacy, Sense of Urgency, Passion for Excellence, Working in Teams / Interpersonal Skills, Work Organization, People Management / Team Orientation, Drive for Results / Execution, Thriving in Change, Expertise / Analytical Skills, Reasoning Skills, Product Knowledge, Problem Solving, Classroom Management, Presentation Skills, Training Needs Analysis, Training Design and Development, Coaching
Requirements:
  • Reports to: Training Manager or Senior Line Trainer
  • Education and/or Experience: Completed a 3 or 4-year university degree, alternatively completed a 2-year university or a technical degree with 3+ years of Inbound Customer Service Call Experience
  • Minimum of 3 years' experience in a similar capacity in the call center industry
  • Certificates, Licenses, Registrations: Prior to starting product training for a Provider Call Program, must pass English fluency tests ensuring ability to meet required attributes
Work Environment:

The work environment is a professional office workplace. Business casual attire is required.

Requires evening or graveyard work. May require overtime, weekend, or holiday work depending on business needs.

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