Summary
Conduct client program training and reinforcement training for new hires. Supervise agents through training and Academy Bay (A-Bay).
Essential Duties & Responsibilities
· Responsible for the delivery of consistent high-quality client training programs by embracing the Companys training methodology.
· Facilitate alignment to the training approach and adheres to the Companys onboarding, New Hire Training, and A-Bay playbook standards.
· Supervise agents through training classes and A-Bay and assist in the successful integration of agents into Operations. Manages policy and procedure concerns through the administration of corrective action up to and including termination.
· Oversee agent performance management by evaluating performance and delivering Coaching for Results (CFR) coaching in New Hire Training and A-Bay. Appropriately document agent performance through maintenance of communication logs noting progress, assessment scores, etc.
· Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on the effectiveness of training and agent preparedness; receives feedback and continuously improves upon training delivery.
· Assesses training needs and learning styles and customizes training approach to be the most effective based on the audience and training content. Utilizes and/or designs role-play scenarios to drive job simulation practice.
· Comply & participate in the Companys Trainer Coaching and Development Program and complete action plans created to focus on trainer performance improvement & grow job skills.
· Evaluate and recommend training content improvement
· Provides additional one-on-one training and coaching support to agents that need additional focus.
· Prepare training reports for Training and Operations to record training milestones and progress, as required.
· Responsible for obtaining and/or maintaining all relevant certifications to perform job. Participates in ongoing Trainer skill development by attending training classes and participating in ongoing coaching sessions.
· Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
· Perform other duties as assigned by management.
Qualifications & Requirements
· Minimum of 1-2 years of experience in call center operations and/or prior experience in customer service and training experience in a service industry required; BPO/call center experience preferred
· Knowledge, Skills, Abilities & Other Characteristics:
· Excellent interpersonal, written, and oral communication skills.
· Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access.
· Must possess strong problem-solving skills.
· Strong coaching and motivating skills.
· Knowledge of adult learning theories is a plus.
· Ability to analyze training needs to identify deficiencies and foster a learning environment that promotes continuous improvement.
· Ability to lead both new and experienced employees to perform their duties.
· Ability to work in a team-fostered environment.
· Ability to prioritize and organize work in a multitasked environment.
· Ability to adapt to a flexible schedule.
· Ability to maintain the highest level of confidentiality
Job Type: Full-time
Pay: Php25,000.00 - Php40,000.00 per month
Benefits:
- Flexible schedule
Schedule:
- 8 hour shift
- Monday to Friday
- Night shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Davao City: Reliably commute or planning to relocate before starting work (Required)
Education:
- Bachelor's (Preferred)
Experience:
- minimum of Product Training in a BPO/Call Center: 1 year (Required)
- Technical Training: 1 year (Required)
Shift availability:
- Night Shift (Required)
- Day Shift (Required)
Willingness to travel:
- 100% (Required)
