Training Specialist | Bacolod Site  

Job Objective:

• Delivery of client and internal new hire and recursive training, along with the planning, delivery, and evaluation of the related product training.

Essential Duties & Responsibilities:

Communication

• Attending and participating in regular call calibration sessions as agreed.
• Identifying and escalating Training deficiencies to Contact Centre Management.
• Working closely with client training team ensuring that Training improvement steps are initiated and that improvements are ongoing.
• Attending internal local meetings (staff or with another department).
• Support client interactions as needed
• Participate in program/client Training calls & TTT
• Participate in program/client best practice sharing discussions
• Coach trainees regarding their performance during new hire training and ABAY
• Keeping a high level of own expertise, taking initiative to understand
• Gathering up to date information and integrating feedback into best practices
• Supporting Team Leaders in setting improvement programs and action plans for CSRs
• Working with Team Leaders to ensure up-to-date and accurate information is available and in a user-friendly format for users.
• Takes Supervisor calls as needed

Training

• Following training and development guidelines as defined by the company.
• Facilitating internal and external training and working with the Resource department to schedule training sessions.
• Developing and ensuring accuracy in the creation of product training materials
• Delivering training (refreshers, new projects, new products, etc.) to all agents as required, following the Transcom WorldWide standard procedures and supported by the Master Trainer
• Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.
• Develop training materials and participate in the needs analysis
• Facilitate training to support staff (TLs, Quality, etc.) as needed
• Document regular 1:1 coaching of new hire training and ABAY performance
• Conduct program review and audit
• Take in calls at least two hours per week and during all hands on deck situations
• Prepare and update DTRs and maintain accurate training records
• Undergo program certification and recertification
• Conduct call audits for Nesting/Gradbay agents
• Handle a Nesting/Gradbay team if needed
• Product Knowledge Management
• Ensuring that Knowledge about Client products is developed, validated, and distributed to CSRs and Team Leaders according to Client requirements and agreed on content flow procedures.
• Mastering client and internal LMS and deploying it as a standard Knowledge Management tool

Process

• Ensuring Transcom WorldWide payroll timekeeping process is followed for the training team and new hire classes
• Ensuring that Transcom WorldWide standard procedures are implemented and complied with at all times.
• Keeping and archiving a library of product knowledge and soft skills material/modules.
• Ensuring that all product material, equipment, and logistics are available and updated before training sessions.
• Spearheading the completion of the internal and external Trainer certification
• Undergo Program certification on all campaigns to be master trainers

Culture

• Be the central and responsible point of contact in the company for training, personal development, and quality.
• Promote a culture of both quality and know-how, for all products and services delivered to clients and customers.
• Ensure that Leadership of quality and leadership of training are permanently visible and are positively impacting results.
• Ensure closed-loop communication to Team Leaders Product Supervisors and external resources. The central point of contact for quality and competence for Business Managers, Contact Centre Manager, Country management as well as External Quality Measurement Vendor.
• Support the development of each Team and ultimately each Agent.
• Be accountable for quality results from the CSR upwards.
• Provide feedback to Corporate Governance on ideas for improving standards and processes.
• Be an advocate of Transcom’s values and norms.

Educational Background:

• University degree or equivalent higher qualification

Work Experience:

• Have worked in a training, quality, and/or operations department
• Have worked with numbers and understand basic mathematics needed for reporting, analysis, and differentiation purposes.
• Have a proven and successful track record of effective training in the BPO business or a closely related industry.
• Have experience in monitoring skills and coaching skills related to behavior-specific feedback.

Skills Requirements:

• Manage your time effectively and be focused on setting clear objectives and priorities

Competencies

• Communication
• Leadership
• Teamwork
• Focus on Quality
• Impact & Influence
• Focus on Results
• Adaptability & Flexibility