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Job Summary
Responsibilities:
- Plan, facilitate, and deliver ongoing process training in an international BPO environment.
- Ensure that our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service.
- Serve as the subject matter expert, elevating the knowledge level of our staff to meet the expectations of leading global brands.
- Measure the effectiveness of training programs and provide guidance and support to associates and supervisors for performance improvement.
- Collaborate with the Operations team to provide regular reports on training progress and identify opportunities for process or training improvements.
- Review training content regularly to incorporate updates and changes.
- Participate in internal and external calibrations to maintain consistency in training delivery.
- Conduct refresher training based on Training Needs Identification (TNI).
- Manage knowledge checks for new hires and production staff.
Requirements:
- Fluent in English with strong written and verbal communication skills.
- Exceptional customer and client handling skills.
- Experience in process, soft skills, and up-skilling training.
- Minimum of 2-3 years of hands-on training delivery experience, preferably in a BPO environment.
Telebest
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