BPO Process Trainer

About the job Process Trainer (MOA, Pasay) | Onsite

Work Setup: 100% Onsite (MOA Pasay)

Work Schedule: Graveyard shift (8PM-5AM or 9PM-6AM)

Responsibilities:

• Must be college graduate
• Minimum 2 years of experience in the BPO industry
• At least 1 year of experience as a Process Trainer (Life Insurance background preferred)
• Ability to transfer knowledge, develop and motivate a team
• Understanding of end-to-end processes and appreciation of critical parameters
• Ability to work in a continually challenging environment
• Ability to communicate effectively to a variety of audiences
• Good written and verbal communication skills
• Great customer service skills
• Basic knowledge of MS Office Excel, PowerPoint, Word

Qualifications:

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
• Monitors and completes daily attendance tracking during the entire process training until nesting
  
• Formulates effective activities, exercises or assessments for learning improvement
  
• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
  
• Ensure compliance to client and organizational policies and procedures
  
• Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
  
• Deliberate to identify new hires needs in training and nesting
  
• Monitor trainees post-nesting performance for the first 3 months after being endorsed to operations
  
• Deliver the training content/context based on the agenda/curriculum
  
• Demonstrate effective leadership to individuals including new hires and tenured agents