Qualifications:

• Preferably College graduate with a degree in Human Resource Management, Marketing, Mass Communication, Psychology, Education or Business Management or its equivalent.
• Preferably with at least four (4) years? experience in education/training and development.
• At least two (2) years of experience in the BPO or call center setting.
• Must be a regular employee with no disciplinary action higher than a First Written Warning for the past 6 months.
• Proficient in oral and written English, with training and coaching experience a plus.
• Experience in leading and completion of a project a plus.
• Must have very good analytical and problem-solving skills.
• Proficiency in MS Office applications (Word, Excel, PowerPoint).
• Has a strong sense of urgency, self-motivated and can work under pressure, capable of multi-tasking under minimal supervision.
• Balanced interpersonal skills, with above average execution and implementation skills.

Duties and Responsibilities:

Training Delivery

• Takes the lead in delivering a pilot course or program. He/she afterwards certifies a Training Specialist or a Senior Training Specialist to deliver the course or program moving forward.
• Determines the different learning methodologies applicable for a training course. Examples would be instruction-led, virtual, or blended course types that may be employed in consultation with the Senior Training Specialist, Training Officer, or Training Manager.
• Oversees the conduct of Call Simulations as part of the learning methodologies in Foundation Training under his/her cluster.
• Training Target Audience: Agents and Senior Agents, Training Specialists and Senior Training Specialists

Training Research & Design

• Oversees and conducts individual, group and organization-based training and development needs analyses and assessments pertaining to communication and soft skills. The Training Officer also gives advice and direction to the cluster he/she is leading.

Oversees and makes final recommendation to the Manager of training curricula; formulates or reviews training outlines, and determines

• appropriate instructional methodologies and formats.
• Approves, together with the L&D Training Manager, the developed Training Manuals and instructional materials, quizzes and Job aids; Can create programs

Training Evaluation

• Leads the implementation and evaluation of the relevant training program in order to achieve learning and business objectives.
• Reviews participant feedback and comments, and recommends relevant changes to improve trainee experience.
• Creates, designs or redesigns assessments to measure training effectiveness
• Able to develop, apply/implement, evaluate and improve courses /materials based on customer needs and identified/validated TNA, as approved by their supervisor
• Leads the meeting with Operations to ascertain agent/ learner?s performance up to within 90 days after foundation training certification or within 30 days after Coaching Session and assists Operations in developing appropriate interventions to address performance gaps with regard to soft skills (i.e. Communication, Quality Customer Service, Listening and Basic Probing, Call Control, and Overall Confidence).
• Reviews and recommends, accountable for the success of the learning session.
• Responsible for the overall success of the 30-60-90 evaluation and measurement of the TS and STS under his/ her cluster.
• Performs coaching sessions for agents and TS/STS, and Team Leaders based on defined root causes and in order to achieve business objectives when relevant
• Responsible for the overall achievement of the intended learning and business outcomes, as well as for the evaluation and measurement of the agents? performance under his/ her supervision.

Performance Consulting

• Responds to inquiries and conducts researches to help resolve problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operation?s communication training issues.
• Assists Operations with their communication-related concerns and conducts/validates necessary TNA such as call monitoring; after which decided the best intervention such as coaching or refresher training.
• Leads the conduct of TNA for a particular as directed by the Training Head

Recruitment Support

• Overseas the participation of the TS and STS in the Agent hiring process together with the Operations and HR Recruitment.
• Writes reports of the result of the Language Checks conducted within the day to the appropriate business unit heads, managers, and other parties concerned.
• Responsible for the consolidation and final draft of reports for business or accounts his or her cluster supports.

Administrative Function

• Ensures that all relevant documentation before and after classes conducted by Training Specialists, Senior Training Specialists, and/or Training Providers are in order.
• Checks and validates performance and development plans for trainers based on evaluated all relevant data available.
• Coordinates and works with different support as well as operations departments in the effective management and implementation of their assigned training programs
• Responsible for maintenance and inventory of
• all L&D materials they are assigned to
• Schedules and adheres to schedule/ training calendar
• Writes post training reports to concerned business and department heads when relevant

Client Interface

• Works with Operations and Quality Supervisors/Managers to understand the largest problem areas pertaining to soft skills of the current agents, to institute into the training process through the design and implementation of refresher training for current certified agents.
• Participates during client visits when applicable

New Trainers? Onboarding

• Oversees the New Trainer Onboarding Program and conducts evaluation report. Makes final recommendation to certify the same. Certifies both Training Specialist and Senior Training Specialist.

Self-Development

• Consistently read news and industry updates in order to keep abreast of trends and changes in the BPO Industry
• Expands training knowledge through seminars and keeping abreast of current training issues.
• Shares best practices with colleagues and managers.

Professionalism & Ethical Conduct

• Must conduct self in the highest order of professionalism and take care of his/her credibility as mentor-teacher-trainer in face-to-face, online, and virtual scenarios
• Must not to go out drinking with his/her trainees while they are undergoing Foundation Training.
• Must wear decent, professional business attire at all times especially during conduct of training. Proper attire are clothing that do not call attention to self while taking away the learners? attention away from the subject matter.
• Under the Code of Conduct, fraternizing with a trainee, direct report and colleague is subject to disciplinary action (warning to termination, depending on the gravity)
• Must be respectful to all employees at all times regardless of their diversity ? age, race, religion, ethnicity, and other elements defined
• in the code of conduct. This includes choice of words, tone and language both in oral and written forms.
• Must be a role model to his/her trainees on class attendance, punctual at all times

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

• Maintains reports, logs, files, manuals and procedures in accordance with the defined data management system of the team
• Ensures security of information assets in compliance with ISO, QISMS and DPA. Maintains all documents to be audit-ready at all times.