Be a PRODUCT TRAINER at Alorica Davao!
Job Summary:
Conduct client program training and reinforcement training for new hires. Supervise agents through training and Academy Bay (A-Bay), offer, and develop.
Essential Duties & Responsibilities:
Responsible for the delivery of consistent high-quality client training programs by embracing the Company's training methodology.
Facilitate alignment to the training approach and adheres to the Company's onboarding, New Hire Training, and A-Bay playbook standards.
Supervise agents through training classes and A-Bay and assist in the successful integration of agents into Operations. Manages policy and procedure concerns through the administration of corrective action up to and including termination.
Oversee agent performance management by evaluating performance and delivering Coaching for Results (CFR) coaching in New Hire Training and A-Bay. Appropriately document agent performance through maintenance of communication logs noting progress, assessment scores, etc.
Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on the effectiveness of training and agent preparedness; receives feedback and continuously improves upon training delivery.
Assesses training needs and learning styles and customizes training approach to be the most effective based on the audience and training content. Utilizes and/or designs role-play scenarios to drive job simulation practice.
Comply & participate in the Company's Trainer Coaching and Development Program and complete action plans created to focus on trainer performance improvement & grow job skills.
Evaluate and recommend training content improvement
Provides additional one-on-one training and coaching support to agents that need additional focus.
Prepare training reports for Training and Operations to record training milestones and progress, as required.
Responsible for obtaining and/or maintaining all relevant certifications to perform job. Participates in ongoing Trainer skill development by attending training classes and participating in ongoing coaching sessions.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
Qualifications:
Minimum of 1-2 years of experience in call center operations and/or prior experience in customer service and training experience in a service industry required; BPO/call center experience preferred
Knowledge, Skills, Abilities & Other Characteristics:
Excellent interpersonal, written, and oral communication skills.
Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access.
Must possess strong problem-solving skills.
Strong coaching and motivating skills.
Knowledge of adult learning theories is a plus.
Ability to analyze training needs to identify deficiencies and foster a learning environment that promotes continuous improvement.
Ability to lead both new and experienced employees to perform their duties.
Ability to work in a team-fostered environment.
Ability to prioritize and organize work in a multitasked environment.
Ability to adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality
Job Summary:
Conduct client program training and reinforcement training for new hires. Supervise agents through training and Academy Bay (A-Bay), offer, and develop.
Essential Duties & Responsibilities:
Responsible for the delivery of consistent high-quality client training programs by embracing the Company's training methodology.
Facilitate alignment to the training approach and adheres to the Company's onboarding, New Hire Training, and A-Bay playbook standards.
Supervise agents through training classes and A-Bay and assist in the successful integration of agents into Operations. Manages policy and procedure concerns through the administration of corrective action up to and including termination.
Oversee agent performance management by evaluating performance and delivering Coaching for Results (CFR) coaching in New Hire Training and A-Bay. Appropriately document agent performance through maintenance of communication logs noting progress, assessment scores, etc.
Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on the effectiveness of training and agent preparedness; receives feedback and continuously improves upon training delivery.
Assesses training needs and learning styles and customizes training approach to be the most effective based on the audience and training content. Utilizes and/or designs role-play scenarios to drive job simulation practice.
Comply & participate in the Company's Trainer Coaching and Development Program and complete action plans created to focus on trainer performance improvement & grow job skills.
Evaluate and recommend training content improvement
Provides additional one-on-one training and coaching support to agents that need additional focus.
Prepare training reports for Training and Operations to record training milestones and progress, as required.
Responsible for obtaining and/or maintaining all relevant certifications to perform job. Participates in ongoing Trainer skill development by attending training classes and participating in ongoing coaching sessions.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
Qualifications:
Minimum of 1-2 years of experience in call center operations and/or prior experience in customer service and training experience in a service industry required; BPO/call center experience preferred
Knowledge, Skills, Abilities & Other Characteristics:
Excellent interpersonal, written, and oral communication skills.
Proficient personal computer skills including Microsoft Office including Excel, PowerPoint, and Access.
Must possess strong problem-solving skills.
Strong coaching and motivating skills.
Knowledge of adult learning theories is a plus.
Ability to analyze training needs to identify deficiencies and foster a learning environment that promotes continuous improvement.
Ability to lead both new and experienced employees to perform their duties.
Ability to work in a team-fostered environment.
Ability to prioritize and organize work in a multitasked environment.
Ability to adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality
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Alorica Philippines
About the company
Alorica Philippines jobs
Muntinlupa, Metro Manila
Position product Trainer recruited by the company Alorica Philippines at Davao, Joboko automatically collects the salary of , finds more jobs on Product Trainer or Alorica Philippines company in the links above
About the company
Alorica Philippines jobs
Muntinlupa, Metro Manila