Care Specialist (Communications Trainer) | MOA Pasay | Onsite

TASQ Staffing Solutions; Southern Manila District; On-site; PHP 279,000 - 390,600; Full time

Job summary

A staffing solutions company in the Philippines is looking for a candidate to monitor calls, conduct coaching, and develop training materials. The ideal candidate should be a college graduate with at least 2 years of BPO experience and excellent communication skills. The role is 100% onsite with a graveyard shift schedule.

Qualifications

• At least 2 years of BPO experience.
• At least 1 year of Foundation Skills/Product Training Experience.
• Open to ESL, LPT experience with minimum qualification of 2 years BPO experience.

Responsibilities

• Monitor calls of agents to identify behaviors and needs.
• Conduct one-on-one coaching with agents.
• Develop materials for Foundation Skills Training.
• Analyze data to gauge effectiveness of programs.

Skills

Excellent Communication Skills

Coaching Skills

Data Analysis

Education

College Graduate of any course

Job description

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, LPT experience with minimum qualification of 2 years BPO experience
• Excellent Communication Skills

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 (Ex. 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.