Informations de base

Ref Number

Req_00067012

Dernier jour pour postuler

05-mar-2022

Site principal

McKinley West

Pays

Philippines

Types d'emploi

Support Positions

Description et exigences

Functional Responsibilities

  • Planning and Preparing: • Creates lesson plans for training delivery; • Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client); • Prepares materials and resources for training delivery; • Reserves training room and equipment; • Checks equipment and networks for functionality and access; • Reviews and masters all content and activities for instruction.
  • Training Delivery: • Provides clear instruction using a variety of techniques and activities; • Enforces adherence and attendance of participants; • Maintains a positive learning environment; • Evaluates learning and mastery of content, skills and procedures; • Provides feedback and guidance to learners; • Enforces company rules and policies during training hours.
  • Training Reports: • Completes daily, weekly, and end of training reports and submit to all pertinent parties; • Signs off trainees with individual reports to the operations supervisor; • Records and explains training attrition; • Recommends changes to curriculum, methods or activities based on observations during training delivery. Needs Analysis: • Partners with QA to determine areas of opportunity in CSR performance; • Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs; • Recommends training initiatives to support operations in surpassing KPI’s and metrics; • Develops action plans to remedy deficiencies.
  • Updating and Maintaining Knowledge: • Takes calls meeting the account weekly quota; • Performs quality audits to meet the account weekly quota; • Attends calibration sessions; • Reads all new processes and procedures provided by the client and/or operations; • Receives refresher training as necessary; • Remains informed and current in instruction practices, teaching methodologies and training best practices.
  • General Account Responsibilities: • Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff; • Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client);
  • Other tasks as assigned by account manager: •  Maintains training materials to ensure documentation is current and relevant given market changes and evolution; •  May contribute to the design of training events and learning solutions; • Tracks and manages performance in the classroom and, if required, manage transition to team mgr./stakeholder; • Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.

External Qualifications

  • Bachelor's Degree in any field
  • At least three (3) years experience in a call center or any similar industry
  • Project Management skills and MS office
  • Good verbal and written communication skills

Minimum Requirements for Internal Applicants

1. Should be a regular TELUS International Philippines team member.
2. Team Member should not have any form of disciplinary action in the past 6 months.
3. Should have a score of 2.0 on the 4-point scale for the last 6 months.
4. Team member should be iAspire certified to apply for an Officer level position.

Important reminder

- All applicants are required to attach their CVs and 6 months Scorecard computation in submitting the application in Workday
- All applications will go through a series of approvals, from your immediate manager to your HR Workplace Relations Partner assigned to the Program/Department
- The Talent Acquisition (TA) team can only process your application once it has been fully approved

Description supplémentaire du poste

Position Summary The trainer’s main objective is to prepare customer service representatives to perform their job effectively. This includes providing new hired staff with product knowledge, company information and the necessary customer service skills. In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.

Langues
English
English