EDUCATIONAL

 

Graduate of any 4-year course (Bachelor’s Degree)

 

WORKING EXPERIENCE

 

At least 2 years of training/supervisory related experience preferred With experience within the BPO and Customer service industry

 

SKILLS

 

Computer literate – MS Office Programs (Excel, Word, Powerpoint) with emphasis on Powerpoint proficiency Understanding of Adult Learning Concepts preferred Proficiency in training design and content creation preferred Background in using or facilitating Computer Based Training and Learning Management Systems preferred Certification in Six Sigma, COPC, TESOL or related training organizations is an advantage

 

CORE COMPETENCIES 

 

Customer Service Orientation Very good people skills Committed to excellence Ability to sustain the loyalty of the customers Analysis Ability to understand problems, trends or opportunities Communication Excellent Verbal and written communication skills Ability to articulate concepts, thoughts and processes to his/her audience Ability to coordinate with multiple departments such as HR, Operations, WFM and Quality Work Management Ability to plan, organize and prioritize tasks Creative, well-organized, self-disciplined, self-motivated and has eye for details Ability to consistently perform in a fast-paced and high pressured environment with minimal supervision Team player, maintains positive outlook Problem Solving Ability to make decisions about customers' complaints Ability to decide on recommended / alternative solutions to problems or situations Impact Ability to influence positive impression while representing the company at business functions and dealings Initiative Ability to recommend new systems and processes with higher influence Ability to anticipate internal or external customer needs and respond quickly Ability to show innovation to improve systems and influence change Practical Learning Ability to learn and cascade highly technical information (products, services, operations, systems) Adaptability Ability to adapt to changing policies and procedures Must be flexible in terms of work attitude and schedule, must have a good attendance    record

 

OTHER JOB RELATED INFORMATION

 

  Willing to work in shifting schedules (holiday and weekend shifts included) and render overtime when necessary   Willing to be assigned in offices within Metro Manila

Willing to be on call during off-hours