product trainer/trainer - bpo experience ( Night Shift, march 2021 start)Beepo, Inc.

Description
Company: Probe PH
Work Location: Beepo Office Clark Freeport Zone, Pampanga
Job Purpose
Responsible for developing, preparing, delivering, and facilitating the range of training programs within Probe; involved in measuring and evaluating the training programs conducted; responsible for developing the required competencies and skills set for staff to perform effectively and efficiently in the workplace; provide coaching and feedback to trainees; initiate, design, and implement training interventions.
Duties and Responsibilities:
Individual and Team Development
• Participate in all team planning sessions for the account or group
• Participate in team meetings and coaching & feedback sessions
• Communicate with the Training Manager any process or skill gaps and development opportunities of the individual and team
• Touch-base with the Training Manager at least once a month
Customer Support and Management
• Learn client processes, products, services, systems and tools, and other necessary knowledge and skills
• Participate in client meetings as required
• Train clients on Probe processes and systems & tools, etc
• Participate in QA Calibration sessions
• Process client or account tasks (e.g. take calls, close cases, take chats, etc)
• Liaise with the client to ensure accurate and up to date processes are implemented with the proper sign off
Training Development and Delivery
• Carry out training requests as assigned by the Training Manager
• Work closely with the Training Manager and Operations to identify process and skill gaps and training opportunities
• Work closely with the Training manager in designing and developing interventions for identified training or skill gaps
• Create relevant and valid assessments to effectively measure performance
• Design, develop, and deliver Client-specific, soft skills, communication, Client specific, Industry-specific, recurring, refresher, tactical, and/or other training programs as required and assigned to both new hire employees and seasoned employees
• Communicate with Operations all upcoming training sessions
• Assist the Training Manager with Training Needs Analysis
• Liaise with other departments such as Quality, Operations, IT, HR, etc to ensure that training programs are implemented effectively
• Amend, revise, and/or update training programs, modules, materials as necessary
• Consult with different levels of staff to gain feedback and evaluate training programs
• Utilise the available online learning tools and knowledge management systems in delivering content and administering assessments
Management Support
• Assist in new hire performance evaluations/analysis post-training
• Provide floor support, if necessary
• Carry out special projects as assigned by the Training Manager and ensure deadlines and parameters/objectives are achieved
• Encode and/or submit Training Administrative Reports or data (e.g. Trainer's Activity Report, Induction Training details, end of day reports, etc)
• Assist in the recruitment process for new hire ramp
• Perform other duties as assigned
Authority/ies
• Recommendatory authority in implementing training policies, processes, systems, etc
• Recommendatory authority in identifying and implementing training interventions
• Provide coaching and feedback to trainees
Issue applicable coaching and disciplinary forms as necessary
• Execute the company disciplinary policy with guidance from his/her manager
• Endorsement of trainees as fallouts
Qualifications and Experience:
• With Excellent English Communication (Oral and Written)
• Experience on phone, email and live chat support preferred but not required
• Experience in Customer Service, Sales, Billing, Collections and Technical Support preferred but not required
• Has strong verbal and written communication and comprehension skills
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction Resourceful, able to multitask and has high attention to details
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams
• Flexible and has the ability to quickly adjust to frequent process and information changes
• Can work under pressure
• Must be willing to work in Clark, Pampanga
Education and Experience
• At least 2 years training experience
• At least 2 years work experience in a contact centre environment
• At least 2 years experience in lesson planning and course development
• At least 1 year experience in customer service or collections, preferred
• At least 1 year experience in organizational development, preferred
Knowledge and Skills
• Knowledge of adult-learning principles and methodologies including classroom management, coaching, curriculum development and/or lesson planning
Excellent customer service knowledge and skills
• Proficiency in the use MS Office Applications (e.g. excel, powerpoint, word, publisher, etc)
• Facilitation, Presentation, Analytical skills
• Ability to use different instructional methodologies
• Knowledge on Instructional Design
• Ability to use, design and/or develop e-learning media
• Ability to create training verification or evaluation
• Excellent oral and written communication skills
Behavioural
• Has Integrity
• Innovative
• Team Player
• Has High Work Standards and ethics
Motivational Fit
Willing and able to work on shifting schedules, extended hours, Holidays, weekends and/or GY
Who are we?
Probe Group is an Australian private firm with global reach, world class business systems, operational controls and beautifully simple solutions.
We have 5 sites in the Philippines so far -
Philplans Corporate Center in BGC, The Curve in BGC, Wilcon IT Hub in Makati, Clark, Pampanga, and 1880 in Eastwood.
We have a headcount of 1500 employees in Manila alone, 2782 in Australia and 570 in New Zealand.
Requirements
Minimum education level: Senior high school
Years of experience: 2
Language(s): English
Availability for travel: No
Availability for change of residence: No

Pampanga, Central Luzon ·  Today, 06:19 PM
Work type
Full Time