Call Center Communications Trainer - MOA Pasay - Onsite

TASQ Staffing Solutions; Pasay; On-site; PHP 502,000 - 725,000; Full time

Job summary

TASQ Staffing Solutions in Manila is seeking a Call Center Communications Trainer for MOA Pasay, onsite graveyard shift. You will monitor calls, coach agents, and deliver learning sessions focused on customer experience and soft skills.

The role requires college graduation and at least 2 years’ BPO experience, with 1 year in foundation skills or product training; ESL/LPT exposure is a plus. You will develop materials and support learning and development initiatives.

Qualifications

• College graduate of any course.
• Minimum 2 years of BPO experience.
• At least 1 year of Foundation Skills/Product Training experience.
• ESL and LPT experience considered with 2 years BPO experience.

Responsibilities

• Monitor calls of agents to identify coaching needs on soft skills and customer experience.
• Conduct one-on-one coaching with agents to develop ideal customer experience behaviours.
• Conduct learning sessions on customer experience for agents and support teams.
• Develop training materials and conduct Foundation Skills Training when needed.
• Support CE AM/LAM in preparing or conducting learning sessions for support.
• Help measure data to gauge the effectiveness of CE projects and programs.

Skills

Coaching

Training delivery

Customer experience

Soft skills

Education

College degree

Job description

Call Center Communications Trainer - MOA Pasay - Onsite

Job Openings Call Center Communications Trainer - MOA Pasay - Onsite

About the job Call Center Communications Trainer - MOA Pasay - Onsite

About the job: CARE Specialist (Communications Trainer) | MOA Pasay | Onsite

Work Setup: 100% Onsite (MOA Pasay)

Work Schedule: Graveyard Shift

Requirements:

• College Graduate of any course
• At least 2 years of BPO experience (Minimum Qualification)
• At least 1 year of Foundation Skills/Product Training Experience
• Open to ESL and LPT experience with minimum qualification of 2 years BPO experience

Responsibilities:

• Monitor calls of agents to identify behaviors, coaching, and learning needs on soft skills pertinent to call handling and customer experience.
• Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
• Conduct learning sessions on customer experience for both agents and support (e.g., AMs).
  
• Develop materials and conduct Foundation Skills Training (FST) when needed.
• May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
• Help the CE AM and/or CE LAM gather, measure, and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.