Account/Process Trainer - Clark, Pampanga

About the position

Account/Process Trainer Clark Pampanga

Benefits:

• Quarterly performance bonus.

• Outstanding career development opportunities and fast-track career progression.

• Enjoy a fair work-life balance.

• HMO and life insurance for the employee and 2 dependents for free.

• Inside the Central Business District area.

• Great Place to Work certified.

General Responsibilities:

1. Training Needs Analysis:

• Ability to identify training needs accurately.
• Ability to extend follow-up support on the floor to sustain learning and improve performance.

2. Curriculum and Course Design:

• Demonstrates end-to-end understanding of course design methodologies.

3. Content Development:

• Demonstrates end-to-end understanding of content development and maintains appropriate methodology.

4. Course Delivery:

• Possesses effective delivery/training techniques and methods.

5. Research Methodology:

• Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance.

6. Partnering:

• Ability to work closely with various functions and stakeholders
• Ability to work closely with client teams effective cross-cultural communication

7. People Management:

• Building and leading cross-cultural teams
• Conflict management

8. Planning, Organizing, and Administrative Skills:

• Admin: Attendance, Agent Evaluation, Training Feedback, Utilization Report,
  Scheduling, CS Domain, Reports, Coordination with TIG/Facilities
• Ability to schedule trainings while optimizing the resources available
• Ensures training plan and delivery is executed in a timely manner
• Able to increase efficiencies within processes and the team

Required Skills:

CS and Tech Domain:
Training experience in effective communication, customer service, technical support, and culture
Technology Functional Knowledge:
Basic working knowledge of word, Excel, and PPT to complete reporting and documentation efficiently and effectively
High Impact Communication:
Excellent oral and written communication skills
Displays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service Lead by example.
Analytical Ability:
Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues
Arrives at multiple solutions/alternatives, keeping in mind the various stakeholders
Profile Screening Criteria/Checks:
Screening according to skills defined above: at least 3 years of training experience in soft skills and customer service.Other

 Key Requirements:

• Graduate of any 4-year course.

• At least 4 years of total BPO work experience with 2 years of experience as a trainer in the BPO/shared services industry.

• Preferably with a background or knowledge in tech support.

• Excellent oral and written communication.

• Amenable to working in shifting schedules in Clark.

• Amenable to work onsite

Place of work