At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Responsibilities :
Designing Training Modules
- Study the scope, methods, processes and tools necessary to perform the job
- Research appropriate techniques to help efficiently perform the task
- Design training modules and prepare exercises, exams and activities
- Participate in constantly improving training curriculum by evaluating and updating modules and other training materials
- Conduct Post Training Reviews for all New Hire classes handled and provide insights and recommendations
Facilitating Product Training
Discuss program procedures and processes to new hiresPresent necessary audio-video presentation, charts, recordingsAdminister exercises, written exams and call simulations and practical testsOrganize class, groups and one-on-one activities for lesson retentionRecognize and reward satisfactory and outstanding performersAddress general inquiries, complaints and resolve trainees’ issuesImplement Stellar culture and policiesMentoring and Maximizing the Learning Process
Evaluate trainee performance and progress through daily and weekly assessmentsFacilitate and evaluate Mock Call assessments that mirror live scenariosAttain coaching certification for trainee performance managementCreate individual action and developmental planCoach trainees on areas of improvement and provide feedbackMonitor employee compliance to company policiesRecord Keeping, Maintenance and Administrative Tasks
Prepare training materials, workstations, venue and other necessary tools and equipmentDocument, update and maintain accurate statistical record of class performance and progressReport accurate documentation of daily headcount, performance and progressPerform administrative tasks such as track trainee daily time recordProviding Support to Operations
Secure operations certification for agent and supervisor level live calls or tasks for all lines of businesses supportedTake agent live calls or tasks, as well as supervisor tasks and other escalationsProvide floor and AHOD support, should it be necessaryFacilitating Refresher and Corporate Training Programs
Discuss updates, revisions and developments regarding a specific job / programFacilitate corporate trainings as assigned by Training TLEffective Communication and Coordination
Coordinate with Recruitment for trainee data and informationCoordinate with Administrative Officers for training venues, equipment, meals, etcCoordinate with Recruitment and Operations Departments for calibration purposesCoordinate with IT Department for technical issuesCoordinate with QA or TL during Nesting / Academy BayRespond to trainee inquiries and concernsOther
Complete tasks delegated / assigned by the Learning & Development Assistant Manager or Senior Training ManagerPerform other reasonable duties, as requiredQualifications :
At least 2-3 years of related experience as a facilitator / trainer in a call center environmentKnowledge in adult learningKnowledge in curriculum development and training designPresentation skillsPlanning and OrganizingExcellent verbal and written communicationProficiency in basic computer applicationsAdaptability and FlexibilityMust be amenable to work in Entec, 2 Pampanga