Industry Customer Service Work Experience 1-3 years Salary Open City Pasig State / Province National Capital Region (Manila) Zip / Postal Code 1600
Training Officer organizes training events thru facilitation of Client-Specific Classroom training to new hires and existing agents / leaders for international and domestic programs.
He / she shall draft and assist in the creation or updating of modules, presentation materials and training documents which will be used to guide trainees.
Identifies and addresses training issues, manages trainee learning curve, track, and measure learning metrics with high degree of accuracy and sensitivity.
Develop and maintain training documentation and execute a strategic training plan align with client line of business.
Recommends sound judgment of the learners’ capabilities vis-à-vis training expectations and objectives.
Monitors and communicates post-training feedback in close coordination to Training & Quality Manager to direct deviating performance of trainees
Process Related Tasks
Plans, assesses, organizes, and evaluates all assigned training programs and activities including but not limited to Full Module, Rehash and Upskilling.
Continuously conducts researches on the best practices, reports new methodologies and analysis for the training programs efficiency improvement.
Collaborates with Operations Team in analyzing performance feedback and resolve issues to prevent escalation.
Performs administrative tasks such as budget monitoring, class scheduling and coordination.
Guides and motivates trainees at their optimum skill-based capacity by cultivating motivational learning methodologies.
Proactively reports issues affecting trainee’s performance, escalates red flags to be addressed or trainee’s success stories.
Coordinates with Admin. Department in preparing Training Rooms and logistical requirements.
Reports Related Tasks
Sends Day-End Reports regularly which contains the following
Updated Team Stats for the day
Individual / Team defects including Top Drivers
Shift Highlights and Lowlights
Challenges and Issues
Action Taken f. Action Plan
Sends team Attendance Reports on a regular basis.
At least 2nd year college level / Graduate of any 4-year course
Effective oral and written communication skills
Good analytical and organizational skills
Must be amenable to work in shifting schedules.
Capacity to be creative in planning and executing interventions.
With willingness and stamina to run back-to-back classes
Effectively delivers messages that focus on data, facts or information and requires very little preparation or that reference materials are readily available.
Responds effectively to customers' needs by delivering on explicit requirements, objectives and / or standard.
Displays an awareness of people or groups that impact or benefit one's initiatives or activities but may require assistance to access or capitalize on the relationship.
Inspires commitment to a cause or goal among individuals who have common experiences or share similar concerns and aspirations.
Makes effective use of existing tools for monitoring work and / or team climate and applying corrective action to ensure that work or performance standard is achieved.
Suggests the appropriate known or available interventions that can help close the gaps or improve competence.
Sets goals and / or activities based on cascaded or given department goals and strategies
Provides timely solutions to problems that have clear-cut options and / or whose solutions are available and can be accessed from a database or gleaned from a flow chart.
Makes decisions based on an understanding of circumstances and practices though may likely to defer to others' or superior’s foresight in contemplating future outcomes.
Creates or defines goals and initiatives based on how one can support, extend, or align to the goals of one's department or functional area