Outsourcing + 1 more
Description
* Introducing new hires to the company values, mission, and vision
* New hire activation through client provided credentials.
* Set up and maintain training facilities and related training materials.
* Deliver training to engage and stimulate existing and newly hired employees in a manner that promotes the transfer of knowledge and application of skills.
* Promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance.
* Provide and manage a training environment that fosters trust, learning, and performance.
* Offering all the necessary support during new hire onboarding and nesting phase.
* Collecting new hire training feedback and submitting the same to the Training Supervisor.
* Documenting, maintaining data and progress of new hire/existing employee trainings.
Focused results Improvement
* Deep dive into data or conduct evaluations to determine training needs.
* Conducting refreshers based on CSR performance and business needs.
* Measuring the effectiveness of training sessions and preparing individual or team progress reports.
* Observing the daily operations of CSRs and identifying any areas of improvement.
* To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product.
Training Content Creation
* Developing education materials, such as digital presentations, how-to manuals, and instructional videos.
* Consistently refurbish training content based on business product or procedure changes.
* Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments.
Requirements
* Degree/Diploma in education, communication, HR or Public relations
* Minimum 2 years experience preferably in a BPO sector.
* Proficiency in MS office
* Competency in C1 English and client language they will be supporting (if any). Excellent written, interpersonal and conflict resolution skills.
* Adapt well to change and successfully set and adjust priorities as needed.
* Overall understanding of customer service industry
* Experience in managing new hire batches.
* Previous experience in a similar role.
* Strong facilitation abilities and mentoring skills.
* Excellent planning and time management skills.
* Ability to breakdown complex concepts into simple, understandable topics
* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
* Knowledge and experience in reading, analyzing, and interpreting reports and support procedures.
* Ability to effectively present information and respond to questions from management, peers, and customers.
* Self-driven, proactive and team player.
* Ability to create good and strong work ties cross departments.
Start hiring with Fuzu
Recruit better talent faster - on your own or with our support.
Explore recruitment platformJob search tips from Fuzu
Selected articles on cover letters, CV structure, and interview preparation.
