Training Officer (Contact Center)
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What you'll do
- Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Conducting training sessions on various call center topics to prepare and support new employees.
- Training experienced employees in new or updated call center procedures to improve their performance.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
What they're looking for
- A bachelor’s degree in Journalism, English, Communication and the like
- 3-5 years solid background in Chat and Email and Voice support training
- Candidates should have experience in CSAT recovery or background in Customer Experience or Customer Satisfaction
- Expert in MS Excel (Advanced Excel with Macro + Power BI)
- Customer Experience Training & Certification
- Business writing certification not from online training on any of the following: Instructional, Informational, Persuasive, Transactional
- With Financial background (int’l or local financial accounts)
- Experience in Curriculum design, Training needs analysis
- Training and development (evaluate the training program, methods, and materials and choose the best fit for each situation)
- Presentation and instructional skills
- Analytical, critical thinking skills
- Able to work on site in our Makati Head Office
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About the Role
As a Training Officer under the Contact Center Channel, you will be responsible in administering all required activities, learning modules and administrative deliverables during training and ensures that trainees are adherent to all pre-requisites of endorsement to production.
How you'll contribute
- Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Conducting training sessions on various call center topics to prepare and support new employees.
- Training experienced employees in new or updated call center procedures to improve their performance.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
What we’re looking for
- A bachelor’s degree in Journalism, English, Communication and the like
- 3-5 years solid background in Chat and Email and Voice support training
- Candidates should have experience in CSAT recovery or background in Customer Experience or Customer Satisfaction
- Expert in MS Excel (Advanced Excel with Macro + Power BI)
- Customer Experience Training & Certification
- Business writing certification not from online training on any of the following: Instructional, Informational, Persuasive, Transactional
- With Financial background (int’l or local financial accounts)
- Experience in Curriculum design, Training needs analysis
- Training and development (evaluate the training program, methods, and materials and choose the best fit for each situation)
- Presentation and instructional skills
- Analytical, critical thinking skills
- Able to work on site in our Makati Head Office
About Security Bank
Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”
Start your BetterBanking career with us today.
Company
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