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Qualifications
- At least 2 years of experience working in the BPO industry
- A minimum of 1 year of experience in training
- Excellent written and spoken English communication skills
- Exceptional time management skills and a critical thinker
- Able to work independently with minimal supervision and can perform effectively as an active member of a team
- Strong organizational and problem resolution skills
- A critical thinker with good analytical skills and attention to detail
- Good technical skills—able to navigate through smartphone and computer applications
- Proficient in MS Word, Excel, and PowerPoint
- Able to manage a team and measure individual performance
- Can creatively use resources and efficiently and professionally adjust to changes
- Facilitate onboarding to newly hired employees to their program specific roles
- Act as a subject matter expert in multiple skills and service types of the assigned programs
- Prepare training materials, facilitate training, and develop alternative training methods
- Act as training point of contact in maintaining all the process changes, process documents, and training for agents and support members
- Develop, maintain, and modify training materials
- Organize training results and documentation for business reviews
- Attend meetings and calibrations to ensure all program information is current and documented
- Coordinate with the Quality Team and Operations for monitoring, maintaining support quality, and to identify other solutions and opportunities
- Explore innovative methods to enhance training delivery and continuously develop classroom facilitation skills
- Perform other tasks as required by the assigned program and the management