Account/Process Trainer

7 days ago

Angeles, Philippines TASQ Staffing Solutions Full time

Account/Process Trainer Clark Pampanga


Benefits:

  • Quarterly performance bonus.
  • Outstanding career development opportunities and fast-track career progression.
  • Enjoy a fair work-life balance.
  • HMO and life insurance for the employee and 2 dependents for free.
  • Inside the Central Business District area.
  • Great Place to Work certified.


General Responsibilities:

1. Training Needs Analysis:

  • Ability to identify training needs accurately.
  • Ability to extend follow-up support on the floor to sustain learning and improve performance.

2. Curriculum and Course Design:

  • Demonstrates end-to-end understanding of course design methodologies.

3. Content Development:

  • Demonstrates end-to-end understanding of content development and maintains appropriate methodology.


4. Course Delivery:

  • Possesses effective delivery/training techniques and methods.


5. Research Methodology:

  • Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance.

6. Partnering:

  • Ability to work closely with various functions and stakeholders
  • Ability to work closely with client teams effective cross-cultural communication

7. People Management:

  • Building and leading cross-cultural teams
  • Conflict management

8. Planning, Organizing, and Administrative Skills:

  • Admin: Attendance, Agent Evaluation, Training Feedback, Utilization Report,
    Scheduling, CS Domain, Reports, Coordination with TIG/Facilities
  • Ability to schedule trainings while optimizing the resources available
  • Ensures training plan and delivery is executed in a timely manner
  • Able to increase efficiencies within processes and the team

Required Skills:

CS and Tech Domain:
Training experience in effective communication, customer service, technical support, and culture
Technology Functional Knowledge:
Basic working knowledge of word, Excel, and PPT to complete reporting and documentation efficiently and effectively
High Impact Communication:
Excellent oral and written communication skills
Displays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service Lead by example.
Analytical Ability:
Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues
Arrives at multiple solutions/alternatives, keeping in mind the various stakeholders
Profile Screening Criteria/Checks:
Screening according to skills defined above: at least 3 years of training experience in soft skills and customer service.Other

 Key Requirements:

  • Graduate of any 4-year course.
  • At least 4 years of total BPO work experience with 2 years of experience as a trainer in the BPO/shared services industry.
  • Preferably with a background or knowledge in tech support.
  • Excellent oral and written communication.
  • Amenable to working in shifting schedules in Clark.
  • Amenable to work onsite

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