To educate our support, sales and customer service teams by conducting classroom and online training sessions, creating training material and interactive courses. You will be required to assess the standard of service and coach any employees not meeting the center KPI’s. Your focus in the Training team will be to provide direction to the Training & Quality Coordinators and QA Coaches on site in Manila along with a focus to upskill and develop our customer care employees. You will ensure all onboarding training is completed on time and within budget.
You will instill a high level of customer care standards within our team to improve our customer satisfaction & agent knowledge. Every customer touchpoint should shine, ensuring our customers only speak positively about their experience with the customer care team.
You’ll provide effective leadership and people management while optimizing service delivery.