Trainer & Communication Coach

4 days ago

Iloilo City, Western Visayas, Philippines Sagility Full time ₱300,000 - ₱600,000 per year

Graduation, training certifications would be an added advantage

Minimum 1+ years' experience in training

Mandatory Skills:

  • Extensive experience in Voice Based International Contact Centre
  • Experienced in VERSANT and other Language proficiency systems
  • Responsible for language & soft skills target for the Business
  • Experience in Logger and ACD management tools
  • Support training for frontline support engineers in language & soft skills as per standards set by the SLA
  • Responsible for identifying performance gaps in the area of language & soft skills and come up with a suitable training strategy & implement the same through training & coaching.
  • Responsible for devising & implementing a measurement system for language effectivenesslevel from entry to exit.
  • Calibrating & certifying New Hires and Existing Resources from Voice & Soft Skill parameters
  • Conduct 'Train the Trainer" programs
  • Develop Content using ID Principles (Instructor Guide, Student Guide, Exercise Book,
  • Presentation & Knowledge Measure)
  • Sound knowledge of training delivery and facilitation including in virtual environments,
  • Developing learning assets using multiple delivery options and media.
  • Proven participation on Training Improvements Projects.
  • Demonstrate research and analytical skills in evaluating effectiveness and effort of voice
  • based learning Programs.
  • Awareness of ISO, ISMS & other Compliance and Audit Parameters
  • Astute understanding of MS Office Tools

Preferred Skills:

  • Eye for detail
  • Facilitation skills (Group & Individual)
  • Exceptional communication skills
  • Feedback & coaching Skills
  • Deep understanding of operational metrics & targets
  • Experience of continuous process improvements would be an added advantage
  • Should be adept at planning & organization
  • Have thorough knowledge and understanding of global training practices and methodologies
  • Strong people management skills and being result oriented

Roles & responsibilities:

  • Managing Training Operations & partnering with Operations in respect to SOFT SKILLS &VOICE SKILLS improvement.
  • Driving key initiatives & continuous improvements across the identified LOB's
  • Making sure the Training VOE & Stakeholder feedback are taken care of.
  • Managing the batch throughput is as per the business targets and maintain healthy firstpass yield (as per defined targets)
  • Responsible for OGT batches delivery to Production as per standard throughput designedthe Operations team
  • Managing batch productivity & batch quality till the 90 days post OJT
  • Establishing and leading a review cadence, creating performance benchmarks to measure and report to management
  • Managing & working with clients, internal teams to drive Content Change management,Effectiveness and Availability
  • Identifying and managing stakeholders by establishing requirements, performance reviews,
  • collating feedback and drafting improvement plans where necessary
  • Investing a substantial amount of time into self & team/ people development, by way of
  • upskilling, cross skilling, and formalized individual development plans
  • Initiating or being a part of major improvement initiatives towards betterment of training
  • practices, measurement, and overall soft skill and Voice process improvement

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