Senior Associate - CS Trainer BGC Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 558,000 - 837,000; Full time

Benefits offered by this job

Quarterly performance bonus

Career development opportunities

Fair work-life balance

HMO and life insurance for employee +

Job summary

TASQ Staffing Solutions in Taguig, Philippines is seeking an experienced Training Specialist to lead end-to-end training programs within a BPO/shared services environment. You will analyze needs, design curricula, develop content, and deliver sessions while applying solid research methods.

The role requires strong communication, analytical thinking, and ability to work with cross-cultural teams. Onsite work in the BGC Taguig area with quarterly bonuses and growth opportunities.

Qualifications

• At least 2 years of training experience in soft skills and customer service.
• Graduate of any 4-year course.
• At least 4 years total BPO work experience with 2 years of experience as a trainer.

Responsibilities

• Training Needs Analysis to identify gaps.
• Curriculum and Course Design end-to-end.
• Content Development with appropriate methodologies.
• Course Delivery using effective training techniques.
• Research Methodology to conduct ethical, guided studies.
• Partnering with various functions and client teams for cross-cultural communication.
• People Management: lead cross-cultural teams and manage conflicts.
• Planning, Organizing and Administrative tasks: attendance, scheduling, reports, coordination.

Skills

Training experience

Communication skills

Analytical ability

Cross-functional collaboration

Customer service knowledge

Education

4-year degree

Tools

MS Word

MS Excel

PowerPoint

Job description

Job Description:

General Responsibilities:

1. Training Needs Analysis:

• Ability to identify training needs accurately.

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:

1. CS and Tech Domain:

• Training experience in effective communication, customer service, technical support, and culture

2. Technology Functional Knowledge

• Basic working knowledge of word, excel and PPT to complete reporting and documentation efficiently and effectively

3. 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

4. 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 stake holders

5. Profile Screening Criteria / Checks:

• Screening according to skills defined above – At least 2 years of training experience in soft skills and customer service.

Other Key Requirements:

• Graduate of any 4-year course.
• At least 4 years total BPO work experience with 2 years of experience as a trainer in BPO/shared services industry.
• Preferably with background or knowledge in Tech Support.
• Excellent oral and written communication.
• Amenable to work in shifting schedules in BGC Taguig.
• Amenable to work onsite

Benefits:

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