Job Description

Work Setup: Onsite (Clark, Pampanga)

Shift: Shifting Schedules

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:

1. Tech Domain:

• Training experience in effective communication, customer service, technical support, and culture

2. Technology Functional Knowledge:

• Basic working knowledge of word, excel and PPT to complete reporting and documentation efficiently and effectively

3. 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

4. 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 stake holders

5. 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 total BPO work experience with 2 years of experience as a trainer in BPO/shared services industry.
• With background or knowledge in Tech Support or Service Desk
• Strong preference to product training
• Excellent oral and written communication.
• Amenable to work in shifting schedules in Clark.
• Amenable to work onsite

Benefits:

• Quarterly performance bonus.
• Outstanding career development opportunities and fast track career progression.
• Enjoy a fair work-life balance.
• HMO and Life Insurance for employee and 2 dependents for free.
• Inside the Central Business District area.
• Great place to work certified.