CSR Trainer - Cebu City

About the job: Trainer (Cebu) | Onsite

Start Date: ASAP

Job Description:

• Assigns appropriate pre-study work, as defined by client and Individual training organization
• Consistently and thoroughly completes required tracking and reporting tasks
• Communicates Trainee at Risk to Training Manager (attendance, assessment scores, success factors, activity results, etc.)
• Conducting outlier, Vitality and ad hoc client/process-related trainings
• Support service levels by being productive whenever required
• Training the new and old team members on SOPs
• Collaborating with teams for creating and designing of new training content
• Monitor calls on soft skills and process & compliance parameters.
• Provide Coaching & Feedback to enhance agent performance
• Analyze audit data, compliance, communication & process-related data.
• Prepare & Implement action plans
• Keep the Floor advisors updated on new process changes/updates and improvement initiatives

Qualifications:

• Bachelor's Degree or equivalent
• Minimum 6 months experience as a trainer and overall 2 years experience in the BPO industry
• Preferably with experience in non-voice process training
• Has experience in conducting new hire, refresher, and upskilling training for both agent and non-agent levels
• Amenable to working on-site under shifting schedules in Cebu City

Mandatory Skills: Training

Experience: 1 to 3 Years