Account/Process Trainer - Service Desk Financial (Clark) | Onsite
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Summary
Trains agents on a financial service desk account at an onsite Clark, Philippines BPO site: running training needs analysis, designing curriculum and content, delivering classes, and handling training admin, reporting, and stakeholder coordination. Requires solid BPO trainer experience and comfort with shifting schedules.
About the job Account/Process Trainer - Service Desk Financial (Clark) | Onsite
Responsibilities:
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. 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
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.
- With background or knowledge in Tech Support or Service Desk
- Excellent oral and written communication.
- Amenable to work in shifting schedules in Clark.
- 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.