Training & Quality Team Manager
CS-PAC GLOBAL BPO, INC.
- Las Pinas, PhilippinesStar Mall Building, Philamlife Ave, Las Pinas, Metro Manila, PhilippinesLas PinasMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
As a Training & Quality Team Manager, you will achieve results through people and process training, focusing on quality, behaviour and accountability which will form the backbone of our training and coaching strategy. This role is the heart of creating a multi-channel contact centre where greater is focus is placed on proactively building relationship with our customers, and through effective training and coaching, ensuring staff that have the skills and knowledge to resolve contacts at first point of contact which will deliver improvements.
This role includes bridging the gap in terms of communication between CS-PAC and Clients whose first language is Mandarin. He/she will translate communications in Mandarin/English in a business tone and manner when there are issues / disputes being raised by the Company and the clients.
The Training & Quality Team Manager will manage the Training & Quality Teams and works with the Operations Heads in terms of process implementation and other operational procedures to ensure consistency in site performance.
Minimum Qualifications
Education and Work Background
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Candidate must possess at least a Bachelor’s /College Degree, any field
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Minimum Two (2) years of working experience in the related field or customer service and exposure in coordinating and communicating to a foreign client
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Two (2) years previous managerial or supervisory experience in a Quality and Training position and with coaching /mentoring role
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Proven experience of change management techniques enabling managing change through people, processes and technology
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Experience of development and delivery of training and training materials
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Fluent in Mandarin (spoken and written)
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Must be able to communicate and translate Mandarin in English and vice versa
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A Filipino citizen or hold relevant residence status
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Above average of the English command language
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Project Management experience
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Willing to work in Las Piňas City
Functional Competencies
- Knowledge : Systems and Processes – Has high working knowledgeable in system processes and work-arounds, demonstrative skills in MS Office software/programs
- Data Analysis - Ability to monitor and collect research data to assess accuracy, validity, and integrity both in English and Mandarin language
- Problem Solving - Ability to identify performance trends and gaps, and formulate solutions to eliminate such both in English and Mandarin language
- Reporting - Able to translate trends into presentable data figures both in English and Mandarin language
- Communication - Able to communicate with different levels of Management (and/or Client) both in English and Mandarin language
- Ethics - Fast-learner, resourceful, and reliable
- Superior interpersonal skills
- Strong analytical and planning skills
- Excellent and effective leadership and management skills
- Above average communication and presentation skills
- Excellent problem-solving skills
- Strong work ethics, integrity, flexibility, diversity, customer service orientation
Perks and Benefits
- Paid Holidays
- Paid Vacation Leave
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Maternity & Paternity Leave
- Single Parent Leave
- Special Leave Benefits for Women
- Medical / Health Insurance
Required Skills
- Performance Management and Coaching
- Change Management
- Curriculum Design and Development
- Operations Management
- Project Management
- Process Improvement
- Problem Solving
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Management and Consultancy
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Star Mall Building, Philamlife Ave, Las Pinas, Metro Manila, Philippines