Account/Process Trainer – Clark

Are you ready to make an impact? Join Infosys BPM as an Account/Process Trainer in Clark and jumpstart your career!

  Job 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

 Desired / Preferred Skills

 1.      Target oriented and self-motivated

2.      Good sense of judgment and eye for detail

3.      High energy levels

4.      Applies logic and rationale to all situations

 Must have 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 stake holders

 5.      Profile Screening Criteria /Checks:

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

Key Requirements: 

• Graduate of any 4-year course.

• Experience in managing a team or being an individual contributor.

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

• Preferably with background or knowledge in Tech Support.

• Excellent oral and written communication.

• Good problem-solving skills and ability to multitask.

• Amenable to work in shifting schedule in Clark.

• Amenable to work onsite

Why Infosys:

• Quarterly performance bonus.

• Outstanding career development opportunities and fast track career progression.

• Enjoy a fair work-life balance.

• HMO and Life Insurance for employee and 2 dependents for free.

• Inside the Central Business District area.

• Great place to work certified.

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.”

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Please refer to job description.