Operations Trainer - Taguig - BPO

    BPO
    BPO Taguig

    8 oras ang nakalipas

    Upper Management / Consulting
    Paglalarawan

    "For this Job Posting you will be profiled in either Financial or Gaming programs, as we will be processing you for both LOB Gaming and Financial experience is an advantage for this position, but still open for those who doesn't have experience with the programs."

    Summary of the role

    As an Operations Trainer-Senior you play a key role in equipping agents with the knowledge and skills they need to succeed. You deliver engaging training sessions using the client's existing curricula, adapting to diverse learning styles to maximize agent comprehension. You provide supervision to a team of agents during the period of product training, ensuring attendance and performance, and collaborate with Operations leaders to ensure a smooth transition from classroom to on-the-job training to the operations floor

    List of Functional Responsibilities

    • Oversee the onboarding of agents ensuring required system access for training, and training room set up
    • Deliver engaging and effective training sessions on products and systems to new and existing agents, utilizing various methodologies and technologies
    • Monitor attendance and performance of a group of agents during training recommending their transition to production or termination
    • Support the transitions from classroom to on-the job training and then to the operations floor by giving feedback and developing action plans to enhance an agent's performance when necessary
    • Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching/ training
    • Support complex customer issues/ escalations when required by the account
    • Stay up to date as required by account (taking operations calls or other defined)
    • Design new training material or refresher courses when required
    • Share best practices and provide guidance to less experienced members of the team
    • Communicate and manage expectations of Operations leaders and clients

    Years of relevant experience: 5+ years of experience in operations training or technical support

    Technical/Niche skillset required

    • Expert product knowledge and customer service
    • Expert presentation and public speaking skills
    • Advanced knowledge of adult learning principles
    • Advanced ability to identify training challenges/ performance gaps and address them through targeted interventions
    • Expertise in the effective learning materials using instructional design principles
    • Ability to manage a team during training
    • Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

    List of soft skills required

    • Giving support
    • Focusing on customers
    • Embracing technology
    • Managing self-development.
  • Trabaho sa kumpanya

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    Para lamang sa mga rehistradong miyembro

    As an Operations Trainer-Senior you play a key role in equipping agents with the knowledge and skills they need to succeed. · ...

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    1 linggo ang nakalipas

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    8 oras ang nakalipas

  • Trabaho sa kumpanya

    Operations Trainer

    Para lamang sa mga rehistradong miyembro

    As an Operations Trainer-Senior you play a key role in equipping agents with the knowledge and skills they need to succeed. · ...

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    2 linggo ang nakalipas

  • Trabaho sa kumpanya

    Operations Trainer

    Para lamang sa mga rehistradong miyembro

    As an Operations Trainer-Senior you play a key role in equipping agents with the knowledge and skills they need to succeed. · ...

    Taguig

    2 linggo ang nakalipas

  • Trabaho sa kumpanya

    Operations Trainer

    Para lamang sa mga rehistradong miyembro

    As an Operations Trainer-Senior you play a key role in equipping agents with the knowledge and skills they need to succeed. · ...

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    2 linggo ang nakalipas

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    1 buwan ang nakalipas

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