Team Manager
Alorica
- San Nicolas, PhilippinesSan Nicolas, Ilocos Region, PhilippinesSan NicolasIlocos RegionPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Đã hết hạn 7 years ago
2017-07-08T16:00:00+00:00Công việc đã đóng.
Miêu Tả Về Công Việc
- Deliver 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.
- Assist in the successful integration of agents into Operations.
- Manage 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.
- Administer training surveys at the end of New Hire Training and A-Bay to measure and report on effectiveness of training and agent preparedness.
- Receive feedback and continuously improves upon training delivery.
- Assess training needs and learning styles and customizes training approach to be the most effective based upon the audience and training content.
- Utilize and/or designs role play scenarios to drive job simulation practice.
- Comply and participate in the Company’s Trainer Coaching and Development Program and completes action plans created to focus on trainer performance improvement and growth on job skills.
- Evaluate and recommend training content improvement.
- Provide 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.
- Obtain and maintain all relevant certifications to perform job.
- Participate in ongoing Trainer skill development by attending training classes and participating in ongoing coaching sessions.
- Understand and comply with all policies, procedures, and regulations relating to job duties.
- Perform other duties as assigned by management.
Trình độ tối thiểu
- At least 2 years in the University and 2 years work experience or a Bachelor’s degree in Education, Communications, or any related field.
- At least 1-3 years of experience in call center operations and/or prior experience in customer service and training experience in a service industry.
- BPO/call center experienced is preferred.
- Knowledge of adult learning theories is a plus.
- Excellent interpersonal, written, and oral communication skills.
- Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access.
- Strong problem-solving skills.
- Strong coaching and motivating skills.
- Strong analytical, planning, and presentation skills.
- Ability to:
- Analyze training needs to identify deficiencies and foster a learning environment that promotes continuous improvement.
- Lead both new and experienced employees to perform their duties.
- Work in a team fostered environment.
- Prioritize and organize work in a multitasked environment.
- Adapt to a flexible schedule.
- Maintain the highest level of confidentiality.
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Once in a while
- Địa chỉ văn phòng
- Ilocos Norte, Philippines
- Ngành nghề
- Business Process Outsourcing
- Vị trí đang tuyển
- 4 vị trí tuyển dụng mới
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Về 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!