Process Trainer

18 hours ago

Pasay, National Capital Region, Philippines EXL Service Philippines, Inc. Full time
Overview

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.

Classroom Management
  • Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
  • Monitors and completes daily attendance tracking during the entire process training until nesting
  • Formulates effective activities, exercises or assessments for learning improvement
  • Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
  • Ensure compliance to client and organizational policies and procedures
  • Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
  • Deliberate to identify new hires' needs in training and nesting
  • Monitor trainees' post-nesting performance for the first 3 months after being endorsed to operations
  • Deliver the training content/context based on the agenda/curriculum
  • Demonstrate effective leadership to individuals including new hires and tenured agents
  • Implement and demonstrate efficient training methods
  • Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
  • Participate in client calls and visits with the supervisor's guidance
  • Collaborate with the quality and operations teams for process improvement
  • Conduct team huddles and provide floor and online support on process updates
  • Develop and implement an effective system for process updates as and when required by the process/clients
Competencies Required:
  • Ability to transfer knowledge, develop and motivate a team
  • Understanding of end-to-end processes and appreciation of critical parameters
  • Ability to work in a continually challenging environment
  • Ability to communicate effectively to a variety of audiences
  • Good written and verbal communication skills
  • Great customer service skills
  • Basic knowledge of MS Office – Excel, PowerPoint, Word
  • Well organized; Strong organization and time management skills
  • With good leadership background
Qualifications
  • At least second year (2nd year) completed in college with no back subjects.
  • At least 1-2 years of experience as a Process Trainer

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