Description

• Assists recruitment team during the initial and final interview process by conducting LPA (language proficiency assessment) of each applicant. The LPA results become a recommendatory basis for the applicant’s Final Interview phase.
• Assists HR Specialists in the orientation process prior to the training session. Provides new hires additional information about company policies and procedures during training.
• Facilitates and oversees ILT or VILT (instructor-led training / virtual instructor-led).
• Communication Skills Training - train new hires on effective communication skills both oral and written communication proficiencies as patterned after American consumer culture standards.
• Fundamental Skills Training - ensures that trainees have a comprehensive understanding of the client’s industry knowledge base including common terminologies, services offered and call handling.
• Track and analyze key performance indicators (KPI) for trainees and generate reports on training effectiveness and make recommendations for improvement.
• Develops and conducts short and long-term learning intervention programs/modules/projects for team members and can provide inputs in program revisions as well as create needs-based training modules, assessments, and updates to immediately address training needs.
• Manages operations stakeholders/team members through the following communications learning intervention methodologies:
• Implementation of one-on-one coaching sessions
• Creation of coaching or intervention logs and reports to validate implementation and document activity
• Conducts calibrations with Learning Services, Quality Team, and Operations Leaders if necessary, and consistently profiles the language proficiency of team members whenever needed.
• Conducts TNA (Training Need Analysis) and reports to the Training and Development Manager.
• Communication Skills Coaching
• Conducts the usual call audit process and coaching activities for all employees with call handling responsibilities to assess their language proficiency performance.
• Partners with the Team Leads to provide insights and suggested actions on the communication opportunities captured on the agent’s Language proficiency evaluations.
• Shares the monthly insights on the captured communication skills opportunities with the Operations stakeholders: Team Lead, JOM, OM, and Training Manager.

Qualifications

• Minimum of 3 yrs experience in the training department (BPO setting preferred)
• Strong verbal and written communication skills
• Ability to plan, manage time and multitask effectively
• "Hybrid" training experience or Leadership training experience is a plus
• Familiarity with modern and traditional training methods
• Excellent leadership and motivational skills
• Advanced database, computer skills, and record-keeping skills
• Excellent decision-making and problem-solving skills
• Good collaboration and teamwork skills
• Willing to work graveyard and can start training immediately
• Has an existing home office setup with a conducive work environment
• Computer or laptop with specs of at least core i5 or higher/7th gen or newer, or its AMD Ryzen equivalent, 16GB RAM, functional camera, noise-canceling headset, and dual monitor
• Stable internet connection of at least 25 Mbps upload and download. Back-up power/internet is a plus
• Personal savings account for payroll processing

Offer

• Long-term/full-time position
• Competitive pay is at 39,180.19 gross + 13th Month pay
• Pay begins on day 1 of training
• HMO Coverage
• Loyalty Investment Fund
• Pag-IBIG MP2 Savings Program
• Memorial Plan Coverage
• 15 annual paid leaves for regular employees to rest, recharge, and enjoy personal time.
• Attendance and performance-based incentives: Get up to 142,000 pesos worth of performance-based incentives annually
• Annual Performance Review - Performance-based reviews with opportunities for pay raises.
• 13th-month pay - Guaranteed additional month’s salary every year.
• Government-mandated benefits:
• Career Advancement Opportunities