CSR Trainer

1 day ago

Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time
About the job: Trainer (Cebu) | Onsite

Start Date: ASAP

Job Description:

  • Assigns appropriate pre-study work, as defined by client and Individual training organization
  • Consistently and thoroughly completes required tracking and reporting tasks
  • Communicates Trainee at Risk to Training Manager (attendance, assessment scores, success factors, activity results, etc.)
  • Conducting outlier, Vitality and ad hoc client/process-related trainings
  • Support service levels by being productive whenever required
  • Training the new and old team members on SOPs
  • Collaborating with teams for creating and designing of new training content
  • Monitor calls on soft skills and process & compliance parameters.
  • Provide Coaching & Feedback to enhance agent performance
  • Analyze audit data, compliance, communication & process-related data.
  • Prepare & Implement action plans
  • Keep the Floor advisors updated on new process changes/updates and improvement initiatives

Qualifications:

  • Bachelor's Degree or equivalent
  • Minimum 6 months experience as a trainer and overall 2 years experience in the BPO industry
  • Preferably with experience in non-voice process training
  • Has experience in conducting new hire, refresher, and upskilling training for both agent and non-agent levels
  • Amenable to working on-site under shifting schedules in Cebu City

Mandatory Skills: Training

Experience: 1 to 3 Years

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