Training Specialist

The Training and Development Specialist’s role is to facilitate process training for all new hires.

This role also includes assessing employee skill levels, identifying training needs, making sure training goals align with corporate objectives, and creating development programs.

Roles and Responsibilities

• Develop framework and implement training programs, modules and materials on customer service in accordance with the business standards of the company
• Analyze learning needs and develop appropriate training material and plans
• Conduct regular workshops and refresher training classes on product, processes, and policies
• Monitor, evaluate, and take an accurate and adequate record of training activities and program effectiveness.
• Evaluate the effectiveness of training and development programs, utilizing appropriate procedures.
• Maintain employee training records; track and report on training outcomes
• Responsible for conducting refreshers training program based on the training need analysis
• Conduct interviews with staff and managers to effectively assess training needs
• Provide foundation skills training in customer service, product knowledge, and continuous development programs for all employees
• Create scripts, spiels and templates for utilization of the agents in accordance with the company standards; including the employment of quizzes, exams, mock calls and other activities
• Assess training needs, adopt learning styles and develop most effective approaches to deal with client needs
• Generates timely training-related reports for the stakeholders.
• Conducts post-training evaluations.
• Take on other tasks or projects as may be delegated by management

Qualifications:

• At least 2 years related Training experience in a BPO or in any related industry.
• Should be able to work with a shifting schedule.
• In-depth knowledge of training processes and methods.
• Experience with Learning Management Software (LMS) an advantage
• Exceptional communication skills – verbal, written, listening and interaction.
• Extensive knowledge of MS Office and/or Google Suite tools
• Sound knowledge of traditional and modern educational techniques
• Must be highly analytical
• Multi-dimensional, logical thinker.
• Process-oriented, and very keen on details.
• Must be responsible and self-motivated.
• High degree of accuracy and confidentiality.
• Strong organizational and planning skills.
• Effective stress and time management skills.
• Should maintain professionalism, integrity, and honesty.

Benefits:

• Company events
• Work from home

Experience:

• BPO Training and development: 2 years (Required)

Work Location: Remote