Straive
Job Qualifications: Bachelor's degree of any course. Must have at least 5 years solid BPO experience and 3 years of experience leading or supervising trainers and call center teams. Job Responsibilities: To develop and facilitate training to ensure that call centre representatives have skills, knowledge, and motivation necessary to meet client/business requirements. Learning programs will support continuous improvement and competitive learning Identifies and analyzes knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with recommendations Operations Stakeholders Prepares, submits and presents overall weekly and monthly training reports detailing performance and status of projects Observes and mentors trainers to maximize their skill sets in training and facilitation and develop their understanding of training processes and methodologies Conducts coaching and one-on-one feedback sessions with trainers, strategizes with trainers to improve performance, analyzes trends and makes recommendations to achieve goals (i.e. Training Quality, Schedule Adherence, Project Management, etc.) Prepares, submits and presents overall weekly and monthly training reports detailing performance and status of projects, including playbook discussions
Straive
