Salary: 35,000
Location: MOA/Alabang/Cebu
Work setup: Onsite
Position Overview
The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production.
Essential Functions
I. Classroom Management
o Conducts new hire interview and provide feedback to operations
o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process
o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers) o Monitors attendance during the entire process training o Formulates effective exercises or assessments for essential learning improvements
o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
o Continuously plans and organizes the training course and design as suited to the needs of the process
o Ensure compliance to client and organizational policies and procedures
o Reports directly to the client the update of the training class or process clarification
o Deliberate new hires that needs support and coaching
o Monitor trainee’s post-nesting performance for the first 3 months after being endorsed to operations
o Establish and define the structure of the learning context
o Convey leadership to individuals and teams within scope
o Implement and demonstrate efficient training methods
o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
QUALIFICATIONS:
Technical Skills
o Above average knowledge of MS Office applications (PowerPoint, Excel, Word) based on graded virtual simulation
o Essential knowledge in internet usage and efficient email handling based on graded virtual simulation
o Basic familiarity in use of projector, sound system and online-based training o Requisite background in contact center administration
o Systematic scheduling and good estimation of training timeline
o Competent Training and Data Management
o Determines system utilization requirements and testing systems
Process Specific Skills
o Domain expertise
o Demonstration of profound familiarity and technical skill relevant to the process o Understanding and demonstrating the knowledge of end-to-end processes and appreciation of critical parameters
o Continuous update and development of training module and good estimation of training timeline
o High-quality knowledge on developing instructional modules and teaching aids in a simplified manner
o Able to identify with and comprehend data and new information
o Planning and Organizing skills - ability to prioritize the tasks and deliver assigned task per deadlines o Execution of providing customer service
Summary of role requirements:
- Flexible hours available
- 2-3 years of relevant work experience required for this role
- Working rights required for this role
- Expected salary: ₱35,000 per month