Learning and Development Officer

QUALIFICATIONS FOR INTERNAL APPLICANTS:

• Must be a regular employee.
• No behavioral or disciplinary case over the last 6 mos.
• No attendance-related sanction higher than a 1st written warning at the time of application.
• No business impacting call-out from the client over the last 3 mos.

Position Summary:

The Learning and Development Officer's main objective is to prepare customer service representatives to perform their job effectively. This includes providing newly hired staff with product knowledge, company information, and the necessary customer service skills.

In addition to this, trainers provide cross-training, new product training, updates, refreshers, and recursive training, and deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

Specific Responsibilities:

• Creates lesson plans for training delivery;
• Reviews, evaluates, and modifies, if necessary, the training curriculum (all training modifications must be approved by the client);
• Prepares materials and resources for training delivery;
• Reserves training room and equipment; Checks equipment and networks for functionality and access; Reviews and masters all content and activities for instruction.
• Provides clear instruction using a variety of techniques and activities;
• Enforces adherence and attendance of participants;
• Maintains a positive learning environment;
• Evaluates learning and mastery of content, skills, and procedures;
• Provides feedback and guidance to learners;
• Enforces company rules and policies during training hours.
• Completes daily, weekly, and end of training reports and submits them to all pertinent parties;
• Signs off trainees with individual reports to the operations supervisor;
• Records and explains training attrition;
• Recommends changes to curriculum, methods or activities based on observations during training delivery.
• Partners with QA to determine areas of opportunity in CSR performance;
• Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs;
• Recommends training initiatives to support operations in surpassing KPIs and metrics;
• Develops action plans to remedy deficiencies.
• Takes calls meeting the account weekly quota;
• Performs quality audits to meet the account weekly quota;
• Attends calibration sessions;
• Reads all new processes and procedures provided by the client and/or operations;
• Receives refresher training as necessary;
• Remains informed and current in instructional practices, teaching methodologies, and training best practices.
• Supports all areas of account operations in order to provide knowledgeable, competent, and motivated staff;
• Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client);
• Develops training materials to ensure documentation is current and relevant given market changes and evolution; May contribute to the design of training events and learning solutions; Tracks and manages performance in the classroom and, if required, manage the transition to team mgr./stakeholder;
  • Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.

Supportware is the Service Delivery Partner of Helpware in the Philippines.

Supportware's main goal is to provide Helpware, with excellent business process solutions and to achieve the optimum job-person match.

On behalf of Helpware, candidates can discuss and explore current job opportunities within the company.

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such, it is our goal to keep our employees safe during these uncertain times.