2022-09-27
IP Location 菲律宾 186| Industry Category | Education / Training | Position | Training & Dev |
| Recruitment Department | Number Of Recruits | several | |
| Work Location | Metro Manila (NCR) Pasig | Nature Of Work | Full Time |
| Gender Requirements | Male | Marriage Requirement | No marital status restrictions |
| Education Level | Bachelor's Degree | Work Experience | No work experience restrictions |
| Age Requirement | Above 18 years old | Salary Package | Negotiable |
| Updated Date | 2022-09-27 | Valid Until | Valid for a long time |
Amenable to take in a dual-hat role as the point of contact for Training and Quality.
On Training
o Acts as a point person for Client Specific Training and Center of Excellence
o Recognize, exemplify and adhere to values which centre on our commitment to People, Clients and Performance
o Ensure that all IT governance policies and SOPs are adhered to
o Lead all training and resource development for the Service Desk to include new hire training and ongoing refresher training.
o Develop training materials and service desk standard operating procedures.
o Develop training materials based on commonly escalated issues.
o Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.
o Foster open communication and develop strong working relationships with all personnel.
o Interdepartmental coordination and communication
o Recommend, implement, and administer methods and procedures to enhance Knowledge Management operations
o Develop and implement training to ensure the efficient dissemination of information across a broad spectrum of functions and users using various training methodologies.
o Identify process improvement opportunities within the Service Desk operation and develop training materials for the staff.
On Quality
o Executes Quality evaluations to the Helpdesk analysts and ensure that strengths and opportunities are communicated to the Helpdesk Operations.
o Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.
o Provide constructive coaching and feedback to techs.
o Actively monitor calls by listening to the tech calls (live) and share required feedback.
o Gather data on user experience and implements plans of action to improve user experiences
Requirements and Qualifications
o Minimum of 2 years of work experience as a trainer, quality, or combined in a call center set-up
o Excellent written and verbal communication skills
o Excellent presentation skills
o Excellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services)
o Delivers results with minimal or no supervision
o Amenable to work on a 24/7 shift
o Amenable to work in a permanent hybrid set-up and report to office in Ortigas on an as-needed basis
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