Title:  Training Specialist

1. EDUCATIONAL

• Graduate of any 4-year course (Bachelor’s Degree)

2. WORKING EXPERIENCE

• At least 2 years of training/supervisory related experience preferred
• With experience within the BPO and Customer service industry

3. SKILLS

• Computer literate – MS Office Programs (Excel, Word, Powerpoint) with emphasis on Powerpoint proficiency
• Understanding of Adult Learning Concepts preferred
• Proficiency in training design and content creation preferred
• Background in using or facilitating Computer Based Training and Learning Management Systems preferred
• Certification in Six Sigma, COPC, TESOL or related training organizations is an advantage

4. CORE COMPETENCIES 

• Customer Service Orientation
  • Very good people skills
  • Committed to excellence
  • Ability to sustain the loyalty of the customers
• Analysis
  • Ability to understand problems, trends or opportunities
• Communication
  • Excellent Verbal and written communication skills
  • Ability to articulate concepts, thoughts and processes to his/her audience
  • Ability to coordinate with multiple departments such as HR, Operations, WFM and Quality
• Work Management
  • Ability to plan, organize and prioritize tasks
  • Creative, well-organized, self-disciplined, self-motivated and has eye for details
  • Ability to consistently perform in a fast-paced and high pressured environment with minimal supervision
  • Team player, maintains positive outlook
• Problem Solving
  • Ability to make decisions about customers' complaints
  • Ability to decide on recommended / alternative solutions to problems or situations
• Impact
  • Ability to influence positive impression while representing the company at business functions and dealings
• Initiative
  • Ability to recommend new systems and processes with higher influence
  • Ability to anticipate internal or external customer needs and respond quickly
  • Ability to show innovation to improve systems and influence change
• Practical Learning
  • Ability to learn and cascade highly technical information (products, services, operations, systems)
• Adaptability
  • Ability to adapt to changing policies and procedures
  • Must be flexible in terms of work attitude and schedule, must have a good attendance    record

OTHER JOB RELATED INFORMATION

•   Willing to work in shifting schedules (holiday and weekend shifts included) and render overtime when necessary
•   Willing to be assigned in offices within Metro Manila

Willing to be on call during off-hours