Account/Process Trainer - Clark, Pampanga

TASQ Staffing Solutions; Angeles; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Quarterly performance bonus

Outstanding career development opportunities

HMO and life insurance for employees and dependents

Fair work-life balance

Great Place to Work certified

Inside Central Business District area

Job summary

A leading staffing company in Pampanga is seeking an Account/Process Trainer to enhance training programs in customer service and technical support. Candidates must have at least 4 years in BPO with 2 years as a trainer. Strong communication skills and the ability to work in shifting schedules are essential. Join a great workplace known for development and work-life balance.

Qualifications

• At least 4 years of total BPO work experience.
• 2 years of experience as a trainer in the BPO/shared services industry.
• Excellent oral and written communication skills.
• Preferably with background or knowledge in tech support.
• Excellent oral and written communication.
• Amenable to working in shifting schedules in Clark.

Responsibilities

• Conduct training needs analysis to identify training requirements.
• Design and develop courses and training content.
• Deliver effective training sessions using various methodologies.
• Manage and lead cross-cultural training teams.
• Maintain appropriate administrative records and reports.
• Collaborate with various functions and client teams.
• Lead cross-cultural teams and manage conflicts.
• Schedule trainings and manage resources to ensure timely delivery.
• Monitor attendance, evaluations, feedback, and reports.

Skills

Training experience in effective communication

Customer service skills

Technical support knowledge

High impact communication

Analytical ability

Cross-cultural communication

Analytical ability

Team leadership

Education

Graduate of any 4-year course

Tools

Word

Excel

PowerPoint (PPT)

Job description

About the job Account/Process Trainer - Clark, Pampanga

• Quarterly performance bonus.
• Outstanding career development opportunities and fast-track career progression.
• Enjoy a fair work-life balance.
• HMO and life insurance for the employee and 2 dependents for free.
• Inside the Central Business District area.
• Great Place to Work certified.

General Responsibilities

1. Training Needs Analysis

• Ability to identify training needs accurately.
• Ability to extend follow-up support on the floor to sustain learning and improve performance.

2. Curriculum and Course Design

• Demonstrates end-to-end understanding of course design methodologies.

3. Content Development

• Demonstrates end-to-end understanding of content development and maintains appropriate methodology.

4. Course Delivery

• Possesses effective delivery/training techniques and methods.

5. Research Methodology

• Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance.

6. Partnering

• Ability to work closely with various functions and stakeholders
• Ability to work closely with client teams effective cross-cultural communication

7. People Management

• Building and leading cross-cultural teams
• Conflict management

8. Planning, Organizing, and Administrative Skills

• Admin: Attendance, Agent Evaluation, Training Feedback, Utilization Report,
  Scheduling, CS Domain, Reports, Coordination with TIG/Facilities
• Ability to schedule trainings while optimizing the resources available
• Ensures training plan and delivery is executed in a timely manner
• Able to increase efficiencies within processes and the team

Required Skills

• CS and Tech Domain: Training experience in effective communication, customer service, technical support, and culture
• Technology Functional Knowledge: Basic working knowledge of Word, Excel, and PPT to complete reporting and documentation efficiently and effectively
• High Impact Communication: Excellent oral and written communication skills; displays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service Lead by example.
• Analytical Ability: Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues; arrives at multiple solutions/alternatives, keeping in mind the various stakeholders
• Profile Screening Criteria/Checks: Screening according to skills defined above: at least 3 years of training experience in soft skills and customer service. Other

Key Requirements

• Graduate of any 4-year course.
• At least 4 years of total BPO work experience with 2 years of experience as a trainer in the BPO/shared services industry.
• Preferably with a background or knowledge in tech support.
• Excellent oral and written communication.
• Amenable to working in shifting schedules in Clark.