We are completely remote. You choose your favorite spot to work and help customers every day. It's all up to you. Though we are scattered all over the world, we keep in touch with everyone daily so you'll never feel isolated or alone.
We're interested in your growth. Your career opportunities are limitless. Start in one role, work hard, learn, and we will be more than happy to help you advance in your career.
Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
Must have the flexibility to work overtime on short notice - as requested - by the management team.
Must have a history of good attendance.
NOTE: The training period is 8 hours a day throughout the training duration
Roles and Responsibilities
Ticket Evaluation
Supervise the evaluation process of 2 campaigns (with high complexities).
Analyze campaign performance metrics and identify areas for improvement.
Collaborate with relevant stakeholders to implement strategic adjustments and optimizations based on evaluation findings.
Conduct quality assessments and audits to ensure adherence to established standards and protocols.
Provide constructive feedback to agents/trainees based on audit findings, focusing on areas of improvement and best practices.
Implement corrective actions and follow-up mechanisms to address identified quality issues and drive continuous improvement.
CSA RP (Customer Service Agent Readiness Program)
Design and deliver the Customer Service Agent Readiness Program (CSA RP) training curriculum.
Facilitate instructor-led training sessions to impart essential skills and knowledge to trainees.
Develop self-paced training modules and resources to complement instructor-led sessions and accommodate diverse learning styles.
Deliver engaging and informative training sessions, leveraging various instructional methods and techniques to enhance learning effectiveness.
Monitor trainee progress and performance throughout the training program, adjusting delivery methods and content as needed to accommodate individual learning needs.
Foster a supportive and inclusive learning environment conducive to knowledge retention and skill acquisition.
Product Training
Conduct engaging and effective training sessions for new hires, ongoing employee development, and special training programs.
Develop and update training materials, including manuals, e-learning modules, and visual aids, ensuring content is current, relevant, and aligned with company standards.
Collaborate with department managers and HR to identify training needs and develop programs to address skill gaps.
Assess training effectiveness through surveys, feedback, and performance metrics. Make recommendations for improvements based on evaluation results.
Provide one-on-one coaching and support to employees to reinforce training concepts and enhance individual performance.
Maintain detailed records of training activities, attendance, and outcomes. Prepare reports on training progress and effectiveness.
Stay updated on industry trends, new training techniques, and technological advancements to continuously improve training programs.
Ensure all training programs comply with company policies and relevant regulations.
Requirement:
At least 1 year of relevant experience in the BPO industry.
Proficiency on the use of G Suite applications.
Knowledge on different e-commerce tools like Shopify, Shipstation, Gorgias, Zendesk, et al is a plus.
High level of verbal and written communication skills possess an approachable, energetic personality with a sense of fun and humor to hold an audience. Self-motivated individual who is able to work autonomously and in a team environment. Great work ethic, organized and punctual.
Knowledge of customer service outsourcing business in a remote-working environment.
Equipment:
8gb RAM and Core i3 above or equivalent processor (required)
Stable internet connection - 15 +mbps
Has a stable internet connection, hardware and power with backups in case of outage
Benefits:
Remote (Work from Home) setup
Paid time off (Annual leave) and Sick Leave
Maternity and Paternity Leave
Online/virtual Upskill and Knowledge sharing sessions
Online / Virtual social events daily (Fitness Class, dance class, Coffee breaks, Karaoke and Caf Friyay)
Health Stipend
Employment type
Full-time
Department
Training and Quality
Location
Philippines/Metro Manila/Manila
