INSTRUCTIONAL DESIGN OFFICER

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 620,000; Full time

Job summary

Hammerjack Pty Ltd seeks a Training Specialist to manage the customer contact center's training needs. The role requires delivering new hire, technical and refresher programs while certifying trainers and new hires. You will produce performance and completion reports and ensure standards are met.

Ideal candidates have a Bachelor's degree and 2+ years in training within a banking or call center setting. Experience with Six Sigma and process improvements is a plus.

Qualifications

• Bachelor's Degree required.
• At least two years of Training or Learning & Development experience in a bank or Call Center environment.
• Previous Six Sigma experience or CI initiatives preferred.
• Banking/credit card customer service background preferred.

Responsibilities

• Design and deliver new hire, technical, cross-skill and refresher training per standards.
• Align and cascade updates across CCC and keep training materials updated.
• Monitor 30-60-90 performance post-training and provide mentorship or coaching.

Skills

Training Delivery

Learning & Development

Six Sigma

Coaching

Mentorship

Education

Bachelor's Degree

Job description

JOB MANDATE

Primarily responsible for the delivery of Customer Contact Center's Training requirements. This person will act as a Subject Matter Expert, displaying proficient knowledge of BDO and Customer Contact Center products, processes, and procedures. S/he is accountable for (but not limited to) the following: management of his/her assigned Training curriculum and delivery, Trainer Certification, New Hire certification as well as furnishing reports specific to training performance and completion.

KEY RESPONSIBILITIES

• Design and deliver new hire, technical, cross-skill and refresher training in a timely manner and certification requirement is within Training and Operations standards.
• Align and cascade updates across CCC and ensure all training materials are updated
• Monitor and ensure 30-60-90 performance post training are being met and provide necessary support through mentorship, coordination or coaching.
• Assess training needs through TNAs for continuous improvement and ensure performance of CSOs/New Hires are within standard
• Coordinate and partner with Quality and other Business Units for training needs, process efficiencies, opportunities and updates
• Ensure documentation and administrative tasks needed for training efficiency are done in a timely manner
• Apply technical expertise through quality certification, review and call handling
• Assist in certifying incoming, OSP trainers and SMEs to make certain it is within CCC Training standards
• Participates in business process and other improvement projects as needed
• Acts as resource or subject matter expert for high level presentations as needed
• Supervises and / or coaches a sub-team or cluster of Training Officers as needed
• Monitors team performance, adherence to SLAs and resolves minor operational concerns in the absence of the Training Head
• Assists in validating trainer effectiveness by conducting classroom / facilitation skills observation and feedback sessions as needed
• Performs other duties and responsibilities not specifically outlined herein, but are logically inherent to the position

KEY QUALIFICATIONS

• Bachelor's Degree
• At least two years of Training or Learning and Development experience in a bank or Call Center environment
• Previous experience in Six Sigma or continuous improvement initiatives preferred
• With banking and / or credit card customer service support background preferred