At SHORE, we make employee welfare a priority. Our collaborative work environment, family atmosphere and career development options enable the employees at SHORE to be part of a winning team.
Job Description:
  • Designs and conducts Behavioral Training Programs that will enhance CSR/employee KASH        (Knowledge, Abilities, Skills & Habits).
  • Delivers Product-Specific and Skills-Enhancement Training for all campaigns.
  • Designs and conducts comprehensive product / account training following client requirements.
  • To be responsible for delivering training solutions to agreed KPI’s to ensure that all targets are met and continuous improvements are made.
  • Responsible for the generation of training reports, training needs analysis as well as training and development initiatives for the campaigns supported.
  • To review all course  evaluation  feedback, and  the effectiveness of the training and course outcomes; and identify areas for improvement
  • Participates in calibrations, focused-group discussions and town hall meetings
  • Communication with both internal and external clients regarding training updates and recommendations
  • Coordinates with Client Services Department on Account updates & launches.
  • Constantly monitors the performance of the representatives and identifies if there is a specific training program that can help improve their performance.
  • Creates and administers learning checks and exams to determine the progress of their trainees.
  • Coaches and mentors agents before endorsement to their specific campaigns.
  • Updates the Daily Training Summary every end of each training day to maintain an efficient training database, and keeping the key stakeholders updated on the developments within training.
  • Preferably graduate of Psychology, Human Resource Development, Behavioral Science or those with Certification on Training Design and Delivery
  • At least 1 year of good performance as a trainer or relevant experience in teaching or training preferably in a BPO or call center industry.
  • Above average communication skills, both written and verbal
  • Computer literate (Word, Excel, and Power Point)
  • Ability to prepare training materials and documentations
  • Facilitation and presentation skills
  • Ability to conduct Training needs Analysis
  • Can directly influence different types of sales opportunities
  • Supervisory and People skills
  • Self motivated with ability to work and deliver under pressure
  • Excellent rapport building skills
  • Flexible approach to work
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Dynamic outsourcing. Exceptional outcomes.