Product Trainer - Clark

TASQ is looking for a call center trainer to work on-site in Clark, Pampanga.

General 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 cross-cultural communication

7. People Management:

· Building and leading cross-cultural 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

Required 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 stakeholders

5. Profile Screening Criteria/Checks:

· Screening according to skills defined above: at least 3 years of training experience in soft skills and customer service.

Other Key Requirements:

· Graduate of any 4-year course.

· At least 4 years of of total BPO work experience with 2 years of experience as a trainer in the BPO/shared services industry.

· Preferably with a background or knowledge in tech support.

· Excellent oral and written communication.

· Amenable to working in shifting schedules in BGC Taguig.

· Amenable to working on-site

Benefits:

· Quarterly performance bonus.

· Outstanding career development opportunities and fast-track career progression.

· Enjoy a fair work-life balance.

· HMO and life insurance for the employee and 2 dependents for free.

· Inside the Central Business District area.

· Great Place to Work certified.