BPO Trainer - Tech Support

Job 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 crosscultural communication

7. People Management:
Building and leading crosscultural 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

Desired / Preferred Skills

1. Target oriented and selfmotivated
2. Good sense of judgment and eye for detail
3. High energy levels
4. Applies logic and rationale to all situations

Must have skills:

1. CS and Tech Domain:
Training experience in effective communication customer service technical support and culture

2. Technology Functional Knowledge
Basic working knowledge of word excel and PPT to complete reporting and documentation efficiently and effectively

3. High Impact Communication:
Excellent oral and written communication skills
Displays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service Lead by Example

4. Analytical Ability:
Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues
Arrives at multiple solutions /alternatives keeping in mind the various stake holders

Profile Screening Criteria /Checks:

1. Screening according to skills defined above At least 3 years of training experience in soft skills and customer service.

Key Requirements:

• Graduate of any 4year course.

• Experience in managing a team or being an individual contributor.

• At least 5 years total work experience with 3 years experience as a trainer in BPO/shared services industry.

• Preferably with background or knowledge in Tech Support.

• Excellent oral and written communication.

• Good problemsolving skills and ability to multitask.

• Amenable to work in shifting schedule in Alabang.

• Amenable to work onsite

Remote Work :

No