ph training AssociateTSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Competitive Salary package
Both on-site and WFH assignment
Monday to Friday shifting schedule (Day to Graveyard shift and vice versa)
1 Full-time role available
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Job Description
The Training Associate is responsible for facilitating product and process training for new hire classes and existing Post Sales Support employees. The primary role of the Training Associate is to deliver training and development programs as directed by the client or Senior Operations Manager.
What will your normal day look like?
Facilitate product and process training for new hire classes
Coach and provide feedback to trainees in relation to quality scores and behaviour
Keep updated on product and process revisions by attending process calibrations
Assist Operations in the development and execution of a Performance Improvement Program and other possible initiatives
Update/ create process references and coordinate with the Business Operations Lead, Business Operations Analyst and the Support Coaches
Ensures the needed training materials are coordinated with the Operations Centre Leads
Coordinate with Token Management on systems access and follow -up on tokens request(s)
Submit a request to grant agents access to Transact and the Process Guide
Submit an End-of-Day report to the Operations Manager and Centre Leads to provide update on the trainees progress
Assist and coordinate with recruitment on completion of other necessary requirements (i.e. HMO principal and dependent list, ID photo and signature schedule, access cards, etc.)
Oversee other training classes during ramp (I.e. tokens, access and materials required)
Prepare, review and update as needed the training plans for Consumer and Business OM
Provide feedback to the Content Writer regarding the training plan and modules
Coordinate with the Transition Leads regarding the productivity, quality and attendance matters of the new hires on their first 2 months
Oversee the teams in Transition currently without a Team Lead by coaching and providing feedback to trainees in relation to quality scores and behaviour
Coordinate with the POC's of the teams in Transition and provide whatever assistance they may need
Approve timekeeping requests
Send pay queries to Payroll
All other tasks that Operations may require
Qualifications
Essential
Bachelor's Degree in a related field from a four year college university. [or equivalent - not a requirement]
2-year equivalent experience in a BPO with similar or any supervisory position, preferably focused on back office support and telecommunications and media program.
Knowledge of BPO and client KPIs such as SPH (Sales Processed per Hour), Service Level Adherence, Absenteeism, Attrition and RAD, preferred
Leadership experience in people management specifically coaching for performance.
Call Center related training desired.
Leadership/ Supervisory skills training desired.
Amenable to Monday to Friday shifting schedules (Day to Graveyard shift and vice versa)
Must be amenable to both on-site and WFH assignment
1 Full-time role available.
How do you prepare for your digital assessment?
Be confident, speak audibly, dress professionally, record audio & video in a conducive and neat space.
Most especially, prepare before answering each question and ensure to complete each step!
Hit the I'm Interested button to apply or Refer a friend!
*Terms & Conditions Apply
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority!
In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more. We take our responsibility to protect the health and well-being of our team and our community very seriously.
Check out our social media pages:
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time