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Service Desk Trainer

2 weeks ago

Angeles City, Philippines TASQ Staffing Solutions Full time

TASQ is looking for people with service desk trainer experience to work on site in 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.

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.

Those with service desk trainer experience are highly preferred.

Excellent oral and written communication.

Amenable to working in shifting schedules in Clark.

Amenable to work onsite


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 leadership by Example

Analytical Ability:

Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues

Arrives at multiple solutionsalternatives, 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.