XTN-59DD943 | CUSTOMER SUPPORT LEAD TRAINER

Make your next big career move by applying as KMC Solutions’ next CUSTOMER SUPPORT LEAD TRAINER!

Customer Support Lead Trainer has a critical role on Zenni’s award-winning Customer Support team. This role supports Zenni’s Center of Excellence training needs. You will help Zenni achieve Zenni’s business objectives by creating and leading engaging, impactful learning and development programs in order to help our support teams advance their skills and knowledge and drive customer satisfaction.

The main responsibilities of a CUSTOMER SUPPORT LEAD TRAINER include:

• In conjunction with Zenni’s Global Training and Design team, lead training efforts at the COE, supporting over 150+ support agents and staff 

• Oversee the performance and development of a team of training facilitators

• Drive successful program, project, and process management for learning and development across COE

• Lead recurring and impromptu meetings, huddles, and 1-on-1s,  to communicate critical business updates and drive team member productivity

• Manage development, implementation, and oversight of key metrics and reporting rhythms for training and design across COE to drive strategy, execution, and consistently achieve service level agreements

• Foster a culture of continuous improvement, providing thought and change leadership

It will also be favorable if you are knowledgeable in:

• Previous experience leading training efforts in a contact center (>150 people) 

• Proven experience managing a team of trainers 

• Experience with analyzing data, providing insights and preparing reports

• Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitors own work to ensure quality

• Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences

• Ability to work independently and as a team player

• Experience with Learning Management Systems

  The successful candidate must submit the following pre-employment requirements:

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth).
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team)

   

  Click here to view the complete list of KMC’s pre-employment requirements.