Call Center Sr. Executive - Process Training (MOA Pasay) - Hybrid

About the job, Sr. Executive - Process Training (MOA Pasay) | Hybrid

Work Setup: Hybrid (MOA Pasay)

Work Schedule: Mid Shift

Requirements:

• 2 years of experience in Training BPO
• Good communication skills
• Basic knowledge of MS Office MS Excel, PowerPoint, Word Doc, Outlook
• Responsible for support for current new-hire training and then full facilitation of future new-hire training classes, reporting, and feedback to the agent.
• At least 2nd Year College / 72 Units | Bachelor's Degree (Any course)
• Basic knowledge of editing tools Adobe

Responsibilities:

• Conduct New Hire training for the process based on the agenda
• Create PKT (Process Knowledge Tests) to understand opportunities in Operations which will
  be the outcome of a TNA and action plans.
• Create a Training Needs Analysis and create action plans based on TNA and opportunities
  to support operations.
• Collaborate with the CE (Customer Experience), Quality Analyst and Pre-Process Training
  team in making suggestions in enhancing the training agenda.
• Provide feedback to associates/trainees based on progress in training
• Complete required reports for tracking and communicating training progress at different
  levels
• Conduct coaching sessions for trainees and agents towards performance improvement.