- Responsible for creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides
- Organize the training and act as the facilitator for trainings requested and/or required by Operations, Clients and other stakeholders and be responsible for the successful throughput
- Ensure new hires takes on basic customer service skills, communication skills and other required skills like technical, sales, etc.
- Responsible for content design and update of basic level training materials and courses based on client and/or internal needs, organizing the training content in a logical sequence of delivery.
- Perform Gap and Training Needs Analysis (TNA) to continuously improve the learning and delivery process
- Ensure that Foundation Skills Training is aligned with Product Specific Training methodologies and initiatives;
- Designing and expanding training and development programs based on both the organization’s and the individual's needs;
- Collaborate with Operations and Quality in identifying individual or team skills and knowledge gaps and help create training interventions to improve and optimize performance
- Responsible for conducting refresher training for all bottom performers based on Training Need Analysis
- Work closely with reporting Supervisor & QA and peers to understand best practice sharing
- Participate in weekly internal and client calibrations
- Work closely with Manager to discuss initiatives to drive C-Sat
- Establish, assess, and monitor onboarding process by working with HR to present new hire orientation, as needed, ensuring all timelines are met, and validating consistency of materials presented
- Represent the L&D team in all training-related meetings and discussions as needed
- Prepare and present periodic reports on the progress and delivery of the projects and maintains all files and documentation associated with training delivery
- Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages;
- Undertake Training for professional development and takes in calls, chats or emails as needed and/or required to further improve competencies, skills and knowledge and to better assist the employees
- Collect training feedback or survey from participants
- Conducts train the trainers sessions, as necessary.
- Other duties might be assigned from time-to-time.
Job Types: Full-time, Permanent
Pay: Php33,000.00 - Php35,000.00 per month
Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Experience:
- BPO Trainer: 1 year (Required)
Work Location: In person