Alorica
Alorica

Product Trainer  

Alorica

 
  • Davao City, Philippines
    Matina IT Park , McArthur Highway, Talomo District, Davao City, Davao Del Sur, Davao City, Davao Region, Philippines
    Davao City
    Davao Region
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2016-12-31T06:07:32.637411+00:00
Job closed.

Job Description

Summary:

  • Conduct client program training and reinforcement training for new hires. Supervise agents through training and Academy Bay (A-Bay), offer and develop creative solutions and tailors training to specific audience needs in order to maximize training productivity.

Essential Duties & Responsibilities:

  • Responsible for the delivery of consistent high quality client training programs through embracing the Company’s training methodology.
  • Facilitate aligning to the training approach and adheres to the Company’s onboarding, New Hire Training, and A-Bay playbook standards.
  • Supervise agents through training classes and A-Bay and assists in the successful integration of agents into Operations.
  • Manages policy and procedure concerns through 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 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 upon the audience and training content. Utilizes and/or designs role play scenarios to drive job simulation practice.
  • Comply & participate in the Company’s Trainer Coaching and Development Program and completes 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.
  • Performs other duties as assigned by management.

Minimum Qualifications

Qualifications & Requirements

Education:

  • Minimum of 2 years university and 2 years work experience or Bachelor’s Degree in Education, Communications or related field required.

Experience:

  • Minimum of 1-3 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 experienced 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 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.

Required Skills

  • Presentation Skills
  • Performance Management and Coaching
  • MS Office
  • Training Facilitation
  • Curriculum Design and Development

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Education and Training
Educational Requirement
Graduated from high school
Recruiter response to application
Often
Office Address
Matina IT Park , McArthur Highway, Talomo District, Davao City, Davao Del Sur, Davao City, Davao Region, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
http://jobs.alorica.com/ph-lead-capture/

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About Alorica

Who is Alorica? It’s pretty simple, really. We’re a company that does one thing—we make lives better…one interaction at a time—for our clients, customers, colleagues and communities. And we do it by relying on our people and leveraging the process, tools and technologies needed to deliver an insanely great customer experience. Every day, we find new ways to challenge the status quo and deliver innovative solutions—and we have a pretty awesome time doing it, too. At Alorica, our focus is on creating insanely great experiences for customers—online, on the phone and through social media. We approach it from all sides; from acquisition and sales to customer care, offering a suite of world-class services including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are—including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. Our team is vast and wide, comprised of more than 100,000 employees in 150 locations across 16 countries around the globe—but we call Orange County, the land of perpetual sunshine and avocado on everything, home. We’re making lives better…one interaction at a time. We combine passionate people with powerful solutions. Join us and together let’s change the game!

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