Deputy Manager – Process Training

4 days ago

Eastwood City, Philippines Comrise Full time ₱750,000 - ₱900,000 per year

Responsibilities:

  • Over 10 years of experience managing process training for a customer service contact centre – New Hire Trainings and Training Initiatives for the existing employees.
  • To be able to work on the ground, with ground level staffs and the trainers, managing basic stuffs in the classroom and OJTs, drive call simulations, knowledge assessments and retentions activities.
  • Driving BAU practices, conducting regular assessments, drive process updates completions, drive process accuracy by liaison with operations and quality team.
  • Training logistics with facility, WFM, Ops and all other functions.
  • Should be knowledgeable on the business/process in customer experience area.
  • Should have excellent communication skills and be able to interact with internal stakeholders and clients.
  • Should have analytical ability and ability to understand the business impact of nos.
  • Should be able to manage multiple teams and multiple location by providing KPI and driving it.
  • In depth understanding of training metrics and impact to business metric. In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements.
  • Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration.
  • Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives.
  • Be well versed in analysing data and suggesting measures towards improving revenue generation for the function.
  • Maintain vertical hygiene and compliances by ensuring reports, data and documents are in place.
  • Promote standardization by creating SOPs across training – Standardization.
  • Promote behavioural training programs and promote the programs in order to ensure maximum participation.
  • Should have worked on various training methodologies and have knowledge on Instructional designing.
  • Should have done Market Research & analysis on training models and know what is happening in the training industry.
  • Should have worked on Innovative projects on digital transformation for training Knowledge of various digital tools & Instructional designing mandatory.
  • Work with the Vertical leads in providing inputs on development areas for projects initiated.
  • Provide real time support to teams working on projects.

Qualifications:

  • Minimum requirement of 10 years in the training function with excellent knowledge of contact center and customer service operations.
  • Candidate must possess at least a Bachelor College degree any field.
  • Excellent Interpersonal skills.
  • Excellent English communication and writing skills.
  • Excellent facilitation skills.
  • Should have an eye for detail.
  • Coaching and feedback skills.
  • Should possess an eagerness to learn on the job.
  • Excellent knowledge of MS Office.
  • Knowledge in Reporting Tools Financial Snapshots.

Job Types: Full-time, Permanent

Pay: Php70, Php75,000.00 per month

Work Location: In person

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