Call Center Communications Trainer - MOA Pasay - Onsite

About the job: CARE Specialist (Communications Trainer) | MOA Pasay | Onsite

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 and 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 (e.g., 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.