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Instructor Analyst

Cebu City Job No. r00185952 Full-time

Job Description

Job Description

  • The Voice Coach carries out regular monitoring/coaching of the agents on the floor. In addition, this position creates a need for effective relationship partnering with Operations.  This position also promotes a team-oriented environment through people development, strong leadership, remedial training.
  • Train, assess and implement activities to effect improvement in customer service skills, accent neutralization and grammar.
  • Assessing relevant training needs for individuals.
  • Creating and implementing training modules as needed by the client and rolling out the same to the agents undergoing training and agents on floor as well.
  • Conduct training for new hires and recurrent training for employees on customer service, grammar and accent neutralization 


Job Qualifications

•    Open to college graduate and undergraduates with at least two years of related experience in training
•    Knowledge of V& A fundamentals, Culture, Customer to deliver short burst modules 
•    Excellent communication skills – oral and written
•    Presentation skills
•    Coaching skills
•    Computer / MS Office skills
•    Trend analysis and reporting
•    People Management skills
•    Critical problem solving and issue resolution
•    People Development – Feedback & Coaching 

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