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Urgent | Process Trainer | Manila

Salary undisclosed

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Shift: 9 am to 6PM EST

Qualifications:

  • Grad/Under Grad
  • Min 2-3 years of experience in MIS Reporting
  • Min 2-3 years experience in training banking contact center team


Responsibilities:

  • Responsible for Imparting Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending
  • Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos.
  • Preparing procedures and policies regarding techniques and appropriate agent conduct.Scheduling and conducting training sessions on various topics to prepare and support new employees.
  • Training experienced employees on new or updated procedures to improve their performance.
  • Observing the daily operations of employees and identifying any areas of improvement.
  • Liaising with team leaders and managers to conduct on-the-job coaching.
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports.
  • Creating and managing the training budget.Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
  • Familiarity with learning management systems prefered Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices.