Support Coach

7 days ago

Rizal, Philippines beBeeCustomer Full time ₱3,200,000 - ₱4,400,000
Training Proctor

The role of a training proctor is to provide guidance and support to new hires in a classroom setting. This involves assisting trainers with classroom management, ensuring that all participants are on the same page during facilitation and activities.

  • Classroom Management:
    • Monitor the classroom throughout the day to ensure smooth delivery of the training program.
    • Check on agents' behavior in class, including engagement and technical concerns.
    • Assist new hires with system issues, camera concerns, connectivity, etc.
    • Minimize interruptions during class, such as muting off-mute agents and addressing background noises.
  • Administrative Tasks:
    • Filling out DEJ updates throughout the day (as assigned by the trainer)
    • Adding system issues
    • Agent attendance issues
    • Lesson completion updates
    • Help trainer with breakout rooms
    • Get everyone to breakout rooms and back to the main session
    • Monitor breakout rooms for agent participation and task completion
    • Complete administrative tasks assigned by the Trainer
    • Coordinate HR/IT/OPs interactions with agents
    • Coordinate classroom visitors
    • Activity setup
    • Login testing
      • Attendance Checking:
        • Take attendance at the start of class each day, after breaks and lunch
        • Act as timekeeper of the class
        • Ensure the trainer has correct agent hours
        • Monitor agent breaks or time away from the class
      • Assist with IT issues/Troubleshooting:
        • Help with IT issues (system not loading, lockouts, ResultsCX or client access issues)
        • Submit IT tickets (submit and follow up on IT tickets)
      • Boost Engagement:
        • Encourage participation
        • Acknowledge correct and incorrect responses
          • Call on agents in chat to speak up with responses
          • Praise using badges for job well done
          • Use emojis to show reaction to agent responses
        • Provide feedback to the trainer on class level of engagement and group dynamics
    • Off Class Duties:
      • Proctors not in class take phone calls until a class is assigned
      • Proctors may attend trainings as a Leadership Developmental opportunity when not in class

We are looking for someone who has the following skills:

  • Proficiency in personal computer use
  • Good non-verbal and verbal communication skills
  • Good interpersonal skills with trainers
  • Good attention to detail
  • Ability to work in a dynamic environment
  • Ability to work different shifts as required

Why join our team?

  • Opportunity to grow professionally
  • Healthcare benefits

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