ALABANG | trainer | content mediationMajorel (Formerly Arvato Bertelsmann)

Job Description
We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real Majorel difference lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile - all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
Train and facilitate adult classroom training in support of client programs to ensure superior workforce preparationspecificallywith front-line representative level employees (agents, advocates, representatives, support engineers).Training may be delivered in live classroom setting or virtually.Responsible for the delivery of training curriculum to various audience members within contact centersincluding agents, supervisors, managers or quality team members in the area of Sales, Service or Technical Support. During Agent Training Delivery, the Trainer delivers content, conducts monitoring and develops Sales and Customer Service staff in the contact center. Trainers may periodically complete raining curriculum to address identified training needs for agent group. This position requiresa high degree of facilitation skill and theability to travel andworkflexible hours. The Trainer may also interface with the program client to provide feedback on content structure. Must relay complex material in an easy to understand, structured form to a larger class of students. Trainers maintain classroom space including application verification and are experts on the training environment, processes and tools.
Overall Responsibilities:
DeliversnewHireandContinuingEducationTrainingtoallagents assigned to program
Attends all appropriate training meetings including internal/externalaccount
Maintains awareness of training deliverycalendar
Provides program specific training to support staff asneeded.
ResponsibleforthedeliveryofbothMajorelandprogramspecificsoftskill,salesand/ortechnicaltraining
Maintainsandverifiesthatreviewexercisesarerelevantmeasuresretentionofnewandtenuredagents
AdministersandAnalyzesTrainingEffectivenessSurveys(Level1ReactionandBehaviorSurveys)
Consults with internal customers and develops custom courses to meet specific businessneeds
Ensuresthatallissuesandrequestsforserviceareprocessedcorrectlyandinatimelymanner
Demonstrates a strong customer service orientation and takes taskownership
Creates a positive impression of Majorel service and client, through words andactions
Able to demonstrate calibration of interactiontype
Participate in training design sessions with course developmentteam.
Complete daily tracking, including end of day course evaluations and traineeassessments.
Provide support for technical, sales and systems training asrequired.
Summarize course evaluations for managementreview.
Ability to travel and scheduleflexibility
Maintain updated course materials and coursemasters.
Responsible for day-to-day functional supervision of non-exempt work group, including workassignmentand attendance monitoring providing input into selecting, training, developing, andcompletingperformanceappraisalofworkgroup(s)inaccordancewiththeorganization'spoliciesandapplicablelegalrequirements.
Perform transaction monitoring for both New Hire and Tenured employees
Coaching for both New Hire and Tenured employees
Processing escalations received from the team as required
Processing emails received from the customer in the generic inbox as required
Process documentation
Job Requirements:
Excellent written and oral communicationskills
Ability to gather andanalyzedata and make recommendations to manage growth andchange
Experience in staff scheduling andmanagement
Excellent knowledge of Microsoft Word, Access, Excel, e-mailsystem
Passion for crafting high quality learning experiences
Qualitative and quantitative analyticalskills
Ability to maintain professionalism at all times, make decisions and work withoutsupervision
Abilitytosuccessfullygatherandanalyzeinformationtoeffectivelydiagnosethecustomer'sproblem
Ability to develop effective solutions to difficult problems orsituations.
Makes timely, practical, and cost-effective decisions, and facilitates others in doingso
Effectively selects the best option from a limited number of possible actions or standardoptions
Structures basic information accurately and draws informedconclusions
Is confident about his/her ability to contributeeffectively
Takes responsibility for his/her actions, and willing accepts constructivecriticism
Strong mentoring skills, presentation and team buildingskills
English Proficiency & Comprehension (spoken andwritten)
Bi-lingual skills asrequired
Excellent communication skills: verbal, written,listening
Ability to gauge user ability and modify delivery skillsaccordingly
University degree or equivalent workexperience
Successfully completed form Train-The-Trainer Program or Certification,desired
Relevant experience with specific client program or client's industry,preferred
For Virtual Trainer:
Experience in creating eLearning and blended learning content.
Comfortable working remotely and with different cultures.
Experience creating and editing videos and images is desirable
Must meet any and all client specific minimum statement of workrequirements
For MS Store:CIPD/NLP/MCT Qualification (or Local equivalent) highly beneficial
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.