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TRAINER

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Experience icon1 - 3 years
Education iconDiploma
Job type iconFull-time

TRAINER

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Location iconquezon-cityExperience icon1 - 3 years
Education iconDiplomaJob type iconFull-time
Posted on 30 November 2021

Job Description

Posted on 24 November 2021

Functional overview

The Functional Trainer’s main role is to ensure that end-to-end training requirements of the Customer Service team is fulfilled.

Duties and responsibilities

  • Facilitate Training
    • Facilitate training to new and existing Customer Service staff and ensure that they are fully equipped with the knowledge and skills to handle customer inquiries/complaints.
    • Regularly review and update new hire training materials based on relevant information received and feedback from both internal and external users.
    • Track, report, and regularly review the new hire agents’ KPIs and use the information to proactively review and improve the training materials and methodology.
    • Proactively seek qualitative user feedback and quantitative data, and utilize them to present and apply improvements.
    • Conduct research on best practices and recommend training improvement.
  • Manage TLC/Nesting Team’s Performance
    • Ensures that all team members are meeting all operational KPIs by providing regular performance feedback/coaching.
    • Ensures that product updates are properly cascaded to the agents in a timely manner.
    • Identifies performance trend per agent and creates, monitors, reviews, and update action plan until performance issue is addressed.
    • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
    • Responds to and resolves employee relations issues expressed by team members.
    • Addresses disciplinary and/or performance problems according to company policy.
    • Writes and administers performance reviews for skill improvement and agent development.
    • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Create/Update Training Materials
    • Creates and update training materials, and creates assessments/quizzes for both new hire and existing staff.
    • Creates engaging learning activities and compelling course content that enhances retention and transfer.
    • Creates and updates supporting materials, and apply tested instructional design theories, practice and methods.
    • Design, reviews and updates the training curriculum depending on operational and training requirements.
    • Works with operations, quality and other support staff in conducting training needs analysis to ensure that training materials are effective and addresses most common concern types, and methodology is geared towards the getting the fastest speed to competence.
    • Maintains and tracks version history of training materials.

Minimum qualifications

  • Bachelor's/College Degree in any field
  • With at least 3 years in a functional training role or its equivalent or experience in END-TO-END Training
  • Experience in working for a VOD or a telco company
  • Background in instructional design
  • Thorough understanding of training needs analysis methodology
  • Excellent knowledge of learning theories and instructional design models
  • Some knowledge in html or web design, and have experience working with a Learning Management System
  • Ability to develop individual learning plans and curriculum
  • Excellent written and verbal English communication skills
  • Worked both as an individual contributor and in a team setting
  • Knowledgeable in different coaching styles and has experience coaching individual/team performance
  • Detail oriented, highly organized, self-motivated, proactive, and able to plan and execute
  • Obsessed with customer experience
  • Displays integrity and a high ethical standard
  • Ability to manage and influence different types of people across various groups

Requirements

Please refer to the job description.

Skills / Software

English languageWritten communicationCall CenterJapanese LanguageExcellent Communication SkillsAnalytics & Reporting

Working Location

Quezon City, Philippines

Job Description

minus

Functional overview

The Functional Trainer’s main role is to ensure that end-to-end training requirements of the Customer Service team is fulfilled.

Duties and responsibilities

  • Facilitate Training
    • Facilitate training to new and existing Customer Service staff and ensure that they are fully equipped with the knowledge and skills to handle customer inquiries/complaints.
    • Regularly review and update new hire training materials based on relevant information received and feedback from both internal and external users.
    • Track, report, and regularly review the new hire agents’ KPIs and use the information to proactively review and improve the training materials and methodology.
    • Proactively seek qualitative user feedback and quantitative data, and utilize them to present and apply improvements.
    • Conduct research on best practices and recommend training improvement.
  • Manage TLC/Nesting Team’s Performance
    • Ensures that all team members are meeting all operational KPIs by providing regular performance feedback/coaching.
    • Ensures that product updates are properly cascaded to the agents in a timely manner.
    • Identifies performance trend per agent and creates, monitors, reviews, and update action plan until performance issue is addressed.
    • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
    • Responds to and resolves employee relations issues expressed by team members.
    • Addresses disciplinary and/or performance problems according to company policy.
    • Writes and administers performance reviews for skill improvement and agent development.
    • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Create/Update Training Materials
    • Creates and update training materials, and creates assessments/quizzes for both new hire and existing staff.
    • Creates engaging learning activities and compelling course content that enhances retention and transfer.
    • Creates and updates supporting materials, and apply tested instructional design theories, practice and methods.
    • Design, reviews and updates the training curriculum depending on operational and training requirements.
    • Works with operations, quality and other support staff in conducting training needs analysis to ensure that training materials are effective and addresses most common concern types, and methodology is geared towards the getting the fastest speed to competence.
    • Maintains and tracks version history of training materials.

Minimum qualifications

  • Bachelor's/College Degree in any field
  • With at least 3 years in a functional training role or its equivalent or experience in END-TO-END Training
  • Experience in working for a VOD or a telco company
  • Background in instructional design
  • Thorough understanding of training needs analysis methodology
  • Excellent knowledge of learning theories and instructional design models
  • Some knowledge in html or web design, and have experience working with a Learning Management System
  • Ability to develop individual learning plans and curriculum
  • Excellent written and verbal English communication skills
  • Worked both as an individual contributor and in a team setting
  • Knowledgeable in different coaching styles and has experience coaching individual/team performance
  • Detail oriented, highly organized, self-motivated, proactive, and able to plan and execute
  • Obsessed with customer experience
  • Displays integrity and a high ethical standard
  • Ability to manage and influence different types of people across various groups

Job Requirements

Plus

Please refer to the job description.

Skills / Software

Plus
English languageWritten communicationCall CenterJapanese LanguageExcellent Communication SkillsAnalytics & Reporting

Working Location

Plus
Quezon City, Philippines

About the company

We are the largest Philippines-based Flexible Office Solutions Provider in the country. KMC Solutions is an ISO-Certified Outsourcing, Staff Leasing, and Office Solutions provider in the Philippines. From building out facilities, providing serviced offices, complying with legal and business requirements down to human resources, KMCS offers a full suite of services, designed to help companies outso...

IndustriesReal Estate
Employees101 - 499

Recruiter

Dancel Mae Dangla  
26% response rate, respond in more than a monthLast active 22/11/2021
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