Trainer
Alorica
- undefined, Matina IT Park, Davao City, Davao Region, Philippines
- Penuh waktuFULL_TIME
Deskripsi Pekerjaan
Expert Global Solutions (EGS) an Alorica company, is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, EGS offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment.
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) 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.
Kualifikasi Minimum
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.
Position Scope
Supervisory/ Management Responsibility: Manage agents from New Hire Training to A-Bay
Relationships:
Internal – Operations, Quality, Client Solutions
External – Clients
Ringkasan Perkerjaan
- Tingkat Posisi
- Supervisor / Asisten Manager
- Spesialisasi
- Customer Service
- Persyaratan tingkat pendidikan
- Lulus SMA
- Respon rekruter ke lamaran
- Sometimes
- Alamat Kantor
- Matina IT Park, Davao City, Davao Region, Philippines
- Industri
- Business Process Outsourcing
- Lowongan
- 1 lowongan dibuka