BPO Training Lead: Customer Service & Tech Skills

TDCX Philippines; Cebu City; Vor Ort; PHP 279.000 - 502.000; Vollzeit

Zusammenfassung

TDCX Philippines is seeking an Instructor to organize and facilitate training for Operations, Clients, and other stakeholders. You will help new hires develop customer service, communication, and technical and sales competencies, while providing meaningful feedback and coaching.

You will employ role-plays, assessments, and collaboration with Operations and Quality to identify gaps and drive continuous improvement, coordinating with stakeholders to meet training needs and sustain high performance.

Qualifikationen

• Minimum of 2 years in college or equivalent.
• Minimum 2 years of experience in a BPO or similar environment.
• Minimum 2 years experience as a Trainer related to Customer Service and/or Technical field.
• Language competency at C1 CEFR level.
• Proficiency with technology, computers, software applications and phone systems.

Aufgaben

• Organizes training and acts as facilitator for training requested by Operations, Clients and stakeholders.
• Ensures new hires develop basic customer service and communication skills and other required competencies.
• Provides feedback and coaching to trainees to maximize training outcomes.
• Conducts role-playing activities to develop interpersonal skills.
• Implements assessments to gauge learner comprehension and drives improvement plans.
• Collaborates with Operations and Quality to identify skill gaps and measures training effectiveness.
• Works with Training Manager and L&D to design or update training content.
• Monitors calls and provides constructive feedback to improve performance.
• Coordinates with stakeholders to ensure training needs are met to a high standard.

Kenntnisse

Verbal and written communication

Presentation skills

Analytical skills

Organizational multitasking

Time management

Persuasion and influence

Multi-stakeholder collaboration

Ausbildung

Some college (2 years)

Bachelor's degree preferred

Tools

PowerPoint

Excel

Word

Jobbeschreibung

TDCX Philippines is seeking an Instructor to organize and facilitate training for Operations, Clients, and other stakeholders. You will help new hires develop customer service, communication, and technical and sales competencies, while providing meaningful feedback and coaching.

You will employ role-plays, assessments, and collaboration with Operations and Quality to identify gaps and drive continuous improvement, coordinating with stakeholders to meet training needs and sustain high performance.