Service Desk Trainer - Clark, Pampanga

TASQ Staffing Solutions; Philippines; On-site; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Quarterly bonus

Career development

Work-life balance

HMO + 2 dependents

Onsite in Clark

Great Place to Work

Job summary

TASQ Staffing Solutions is seeking a Service Desk Trainer to work onsite in Clark, Pampanga. The role requires 4+ years in BPO with 2+ years in training, especially service desk training, and strong communication skills.

You’ll design curricula, develop content, deliver trainings, and coordinate with client teams across shifts in a cross-cultural setting. Join a team committed to career development and a healthy work-life balance, with HMO coverage for you and two dependents and a track record

Qualifications

• Graduate of any 4-year course.
• At least 4 years total BPO work experience with 2 years as a trainer.
• Service desk trainer experience is highly preferred.
• Excellent oral and written communication.
• Able to work in shifting schedules and onsite in Clark.

Responsibilities

• Training Needs Analysis: identify training needs and provide floor follow-up.
• Curriculum and Course Design: end-to-end course design awareness.
• Content Development: create and maintain training content.
• Course Delivery: deliver trainings effectively.
• Research Methodology: apply basic research ethics and guidance.
• Partnering: collaborate with various functions and client teams.
• People Management: lead cross-cultural teams and manage conflicts.
• Planning and Admin: scheduling, reporting, and resource coordination.

Skills

Training experience

Soft skills

Customer service

Communication

BPO experience

Cross-cultural

Education

Bachelor's degree

Tools

MS Word

MS Excel

PowerPoint

Job description

About the job Service Desk Trainer - Clark, Pampanga

TASQ is looking for people with service desk trainer experience to work on site in Clark, Pampanga.

Benefits

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

Other Key Requirements

• Graduate of any 4-year course.
• At least 4 years of total BPO work experience with 2 years of experience as a trainer in the BPO/shared services industry. Those with service desk trainer experience are highly preferred.
• Excellent oral and written communication.
• Amenable to working in shifting schedules in Clark.
• Amenable to work onsite

General Responsibilities

1. 1. Training Needs Analysis:

   Ability to identify training needs accurately.

   Ability to extend follow-up support on the floor to sustain learning and improve performance.

2. 2. Curriculum and Course Design:

   Demonstrates end-to-end understanding of course design methodologies.

3. 3. Content Development:

   Demonstrates end-to-end understanding of content development and maintains appropriate methodology.

4. 4. Course Delivery:

   Possesses effective delivery/training techniques and methods.

5. 5. Research Methodology:

   Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance.

6. 6. Partnering:

   Ability to work closely with various functions and stakeholders

   Ability to work closely with client teams effective cross-cultural communication

7. 7. People Management:

   Building and leading cross-cultural teams

   Conflict management

8. 8. Planning, organizing, and administrative skills:

   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

• CS and Tech Domain: Training experience in effective communication, customer service, technical support, and culture
• Technology Functional Knowledge
• Basic working knowledge of word, excel and PPT to complete reporting and documentation efficiently and effectively
• 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 leadership by Example
• Analytical Ability: Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues
• Arrives at multiple solutionsalternatives, keeping in mind the various stakeholders

Profile Screening Criteria/Checks

Screening according to skills defined above: at least 3 years of training experience in soft skills and customer service.