Quezon City, Metro Manila, Philippines
What You'll Do:
•Assess the training needs of agents; develop and deliver training materials
•Support development of training plans and curriculum
•Interact and report to clients on training environment, successes, and opportunities for development
•Conduct training classes and utilizes a variety of teaching techniques
•Train on sales and customer service techniques
•Develop and manage team of new Trainers and Training Facilitators
•Develop and administer knowledge assessment testing
•Recommend and develop recursive training when necessary
•Interact with all areas of the business on products and services to ensure training information is accurate at all times
•Provide training to existing employees on new accounts
•Assist with QA monitoring, feedback, and coaching
•Provide reporting on effectiveness, progress, and improvements
•Performs other duties as required
•Some travel required
•BS/BA in Education or Business Administration or equivalent work experience required
•Must have knowledge of adult learning principles and the ability to implement these principles into a training curriculum
•3+ years previous contact center experience preferred
•Quality Assurance (QA) experince is mandatory
•Experience in customer service training
•Knowledgeable about existing and emerging training methods/tools
•Knowledge of call center systems, ACD/IVR, performance statistics
•Coaching and mentoring experience
•Comfort with client facing interaction
•Strong verbal and written communication skills
•Strong presentation skills; strong analytical and problem solving skills
•Strong PC skills in Word, Excel, PowerPoint, etc.
•Ablity to work in a fast paced environment and multi-task effectively
•Ablity to build rapport and listen attentively to the needs of customers
•Ability to develop employees through positive motivation and training
•You are technically savvy and have proficient knowledge in MS Office programs, Internet browsing, etc.
•Ability to adapt to change and innovation
Interested applicants may send resume to firstname.lastname@example.org or text 0916-359-8060 (Please use the position you are applying for as your Subject)
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