BPO - Trainer JP01
BPO - Trainer JP01
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Job Description
Unity Communications has established a flexible team to provide costeffective call center solutions. But we need a leader to help maximize productivity and maintain worklife balance.
Are you confident in your ability to be a thoughtful guide for new hires while also providing the same care to seasoned professionals Do you enjoy providing feedback for process improvement and efficiency
Be our newest Call Center Trainer now! You will oversee our agent onboarding training and performance monitoring. Your insights also matter when implementing workforce engagement programs.
Help us bring success to our agents and clients by clicking the apply button!
How You Spend Your Eight Hours
- Work closely with stakeholders and team members
- Employ and analyze data that support our clients business goals
- Use process knowledge to establish best practices that help maximize our services value
- Optimize enduser experience through agent onboarding training and engagement
- Directly report to the Service Delivery Manager
- Partner with Operations Assistant Managers and Team Leads to ensure agents meet corporate and partner key performance indicators (KPIs)
- Conduct a regular training needs analysis (TNA)
- Develop action plans to provide baseline statistics and drive improvements
- Act as a point of contact for training agents on clients and campaigns
- Implement campaignspecific and department requirements as informed by Operations and clients to ensure agents success factors for onboarding and performance
- Facilitate training programs for personal and professional development
- Collaborate with Operations to establish a positive environment that supports and reinforces bestinclass customer service practices
- Oversee appropriate action regarding deficiency trends of virtual teams and individual executives
- Calibrate with agents and clients to ensure all procedures are updated and match the campaigns short and longterm success goals
- Supervise class participants and mentors in specific courses including skills assessment knowledge development and attendance monitoring
- Contribute and record individual data for all trainingrelated activities
- Perform ad hoc tasks
What You Must Possess
- 12 years of solid experience as a BPO Trainer
- Creative problemsolving skills
- Experience maintaining detailed records
- Experience using project management software such as Asana
- Knowledge or experience in creating visually pleasing and accurate data reports
- Efficient time and data management
- Strong relationship and stakeholder management skills
- Excellent English communication skills (written and oral)
- Active listening skills
- Ability to work well under pressure and as a shared resource for the entire company
- Love for leadership as a concept
- Experience working to create change through working relationships
- Experience with and desire to learn multiple technology platforms
- Experience with Microsoft Office products including Word Excel and Adobe
- Sense of urgency to accurately and regularly measure and monitor agent performance
- Great internet service at home with backup internet and batterypowered solution
- Ability to report to the office 80% of the time to monitor training and nesting phase as needed
What You Shall Receive
- HMO coverage with two free dependents upon regularization
- VL/SL credits upon regularization
- Friendly and supportive work culture
- 13thmonth pay and other Philippinegovernmentmandated benefits
- Nontaxable allowances
- Pay increases performance bonuses birthday gifts and many more
What You Should Consider
- Fulltime position
- Monday to Friday night shift (4x11 can be Mon Thur or TueFri can be 8x5 depending on the need)
- 90% Onsite and 10% WFH work setup (with onsite training)
Why Join Our Company
You look for a company whose senior management listens to what you are and arent saying and whose managers and team leads you can genuinely connect with. According to Glassdoor 99% of the current and previous employees recommend Unity Communications to their friends and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.
Remote Work :
No
Employment Type
Full Time
