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DE032669-Instructor Analyst

Instructor Analyst | Full time | Experience: 2-5 years
Job No. CXO-132587-S74694 | Muntinlupa
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---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Instructor Analyst WORK SETUP: Hybrid (Full RTO when facilitating a class) OVERALL PURPOSE: Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous education, company background and industry policies. • Ensures that agreed proficiency levels are met upon agents’ graduation from the training RESPONSIBILITIES: Training Delivery and Communications Skills Coaching • Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff • Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development. • Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff • Provide floor support and communication coaching to all employees including leadership and support • Develop communication assessment tools in line with project’s goals and metrics • Proactively develop activities or modules to supplement existing programs or initiatives • Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting Training Evaluation and Reporting • Gather data from operations and other support teams to measure program effectiveness • Monitor progress of employees by tracking performance indicators • Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews • Provide floor support and communication coaching to all employees including leadership and support • Develop communication assessment tools in line with project’s goals and metrics • Proactively develop activities or modules to supplement existing programs or initiatives OTHERS: Project Shift Schedule: Mid/Night Shift Project Rest Day: Weekends Off Project/Team Location: Muntinlupa Filinvest Axis Tower 1
SKILLS AND QUALIFICATIONS: Instructor Analyst (Process Trainer) • With at least 2 years as a process trainer in a contact center / voice operations setup • Background/experience in General Insurance or Finance is preferred • Excellent Training Delivery and Classroom Management Skills • Knowledge of Adult Learning Principles • Experience in working with online learning management systems and conducting training virtually via virtual training such as but not limited to MS Teams is preferred • Microsoft Office proficiency including expertise in MS Word, PowerPoint and Excel

Muntinlupa

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