1 Jobs Available
Alorica - Cubao 34.37 km
Earn Up to 35,000 Monthly
Lot 1, Cyberpark, Araneta Center, Cubao, Quezon City, Philippines, 1109
Job Responsibilities: • Responsible for the delivery of consistent high quality client training programs through embracing the Company’s training methodology. • Facilitate aligning to the training approach and adheres to the Company’s onboarding, New Hire Training, and A-Bay playbook standards. • Supervise agents through training classes and A-Bay and assists in the successful integration of agents into Operations. Manages policy and procedure concerns through administration of corrective action up to and including termination. • Oversee agent performance management by evaluating performance and delivering Coaching for Results (CFR) coaching in New Hire Training and A-Bay. Appropriately document agent performance through maintenance of communication logs noting progress, assessment scores, etc. • Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on effectiveness of training and agent preparedness; receives feedback and continuously improves upon training delivery. • Assesses training needs and learning styles and customizes training approach to be the most effective based upon the audience and training content. Utilizes and/or designs role play scenarios to drive job simulation practice. • Comply & participate in the Company’s Trainer Coaching and Development Program and completes action plans created to focus on trainer performance improvement & grow job skills. • Evaluate and recommend training content improvement • Provides additional one-on-one training and coaching support to agents that need additional focus. • Prepare training reports for Training and Operations to record training milestones and progress, as required. • Responsible for obtaining and/or maintaining all relevant certifications to perform job. Participates in ongoing Trainer skill development by attending training classes and participating in ongoing coaching sessions.