Training Specialist, Customer Experience

POSITION TITLE: Training Specialist, Customer Experience

REPORTING TO: Manager, Engaged Services

LOCATION: Cebu, Philippines

Summary Description:

Dover Business Services is currently looking for a Training Specialist who will be responsible for aligning Dover Food Retail – After Market Parts team performance with the organization's goals by developing and implementing learning solutions bridging knowledge and skill gaps.

Reporting to the Customer Service Manager, the Training Specialist will work closely with onshore and offshore operations team leaders and front-line employees to identify pain areas and address learning opportunities by developing learning manuals, work instruction/job aid documents, and other related learning instruments.

With the responsibility of managing learning solutions for 4 different divisions and other support groups, the role requires experience on Instructional Design for Adult Learners, In-Person/Virtual Training Facilitation, Learning Management Systems, Authoring Tools, and various Customer Relationship Management or Enterprise Resource Planning Systems.

Job Description

• Provide analysis, design, development, implementation, and evaluation of learning solutions.
• Facilitate employee training on existing and new servicing tools/applications.
• Deliver the standard onboarding training for new hires and facilitation of access requests for all required tools/applications.
• Manages in-house web-based training materials and completion tracking for both in-house and global WBTs.
• Maintains and organizes the knowledge base documents, reference documents, and work instructions on the SharePoint site.
• Evaluate transactional call monitoring and perform standard Quality Analyst related responsibilities

Qualifications and Educational Requirements:

• Bachelor's Degree is required for this role. Education or Teaching courses is a plus.
• 3 Years experience in the BPO or Shared Services Industry.
• 2 Years experience as a Trainer for Customer Experience/Service.

Preferred Skills

• Effective communication, judgement, problem-solving, relationship, facilitation, and presentation skills
• Ability to adapt to a rapidly changing business and technology environment, and to utilize all available tools and resources as efficiently as possible
• Ability to effectively interact at all levels in the organization
• 1 year instructional design experience and strong knowledge of instructional design models
• Experience on knowledge base management and knowledge base management systems
• Experience on Learning Management Systems and Authoring Tools

COMPANY OVERVIEW

Dover Business Services (DBS) is an independent business to business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance, IT and HR to the entire organization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China, DBS centers operate across the globe to maximize service to our operating companies (OpCos).

Dover Corporation deliver's innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV."