analyst, CUSTOMER solutionsQualfon

Job Summary
Main Objetives and Duties:
1. Training Design participation
Participates in the training design and coordinates training programs based on agent needs.
Coordinates with the Training Manager(s)
from the offshore centers to gather suggestions and recommendations in improving content, curriculum, delivery.
Liaise with subject matter experts regarding instructional design.
Reviews, develops, modifies, and implements standardized training materials including presentations, handouts, manuals, job aides, monitoring/evaluation tool and other resource materials.
Interfaces with internal and external clients on behalf of the organization.
2. Training Needs Assessment
Performs needs assessment with new and existing employees.
Conduct interviews and consultation surveys with trainers and offshore training leaders for data gathering and processing.
Helps develop training resources by preparing learning materials in training needs specific to address the gaps identified both New Hire and Special Skills programs.
Identifies best practices in developing NH agent skills and coordinates with the training manager for the consistent deployment of best practices.
Conducts classroom observation both assessment and implementation of activities.
3. Monitoring & Training Reports
Performs daily monitoring of the training activities through TracFone training cameras for consistent delivery of activities and resources being used.
Observes and reports areas of opportunities to the training leadership for each center partners for improvements.
Ensures that Trainers are following standardized process before endorsing New Hires to Operations set by Tracfone using the Training Gates.
Compiles training reports in a real-time manner both for client and center partners.
4. Information Dissemination and Escalation
Acts as Subject Matter Experts on a specific area of support.
Escalates issues to Miami Business owners for resolution and other stake holders.
Attends calibrations, meetings and conference calls over the phone.
Maintains and ensures specific references used by Agents in the Operations are up to date.
Area of expertise (Skills)
College Graduate of any course or equivalent experience
2 to 4 years' work experience in training and development, preferably in a Call Center setting
MS Office suite
Other Skills and Experiences (Min)
Adult Learning Facilitation, Leadership Training, and
Six Sigma (desirable)
Education
Qualfon

Cebu City, Cebu
Permanent
Full-time