Location:
Manila
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role

Role Purpose

The role will involve training customer service agents to interact with a majority British market and the ideal candidate will have significant experience of British culture, ideally from time spent living and working in the UK.

Key Responsibilities:

  • To deliver Induction training to the Customer Services department, ensuring quality of delivery to meet the learners needs
  • To identify and deliver ongoing process, systems and soft skills training to the contact centre agents, team Managers and other colleagues where necessary
  • To routinely and consistently design, review and update training materials to ensure the standard, quality, relevance and version controls
  • are maintained
  • To deliver high quality, learner-centred classroom training / facilitation, applying traditional and contemporary learning theory and practise incl. virtual, side by side, gamification and 1:1 training
  • To effectively manage the performance and assessment  of delegates throughout the duration of the training, adhering to HR protocols , involving line managers and buddys where appropriate
  • To evaluate training and development solutions and assess new recruits against established performance and probationary measures, and provide constructive feedback to individuals and line managers
  • Constant Improvements – constantly work towards improvements through (but not limited to):
    • Identifying areas for improvement, focus delivering feedback which assists in developing the ‘best in class’ service to our customers and provide cost effective/business focussed solutions to the Management team.
    • Liaising with the product verticals to improve product and procedural knowledge of the team through the use of coaching and learning scenarios.
    • Ensuring self-knowledge is up to date on all aspects required (e.g. product, process etc.)
  • To work with the site management team to identify training needs and to agree the most appropriate training intervention
  • Maintain training registers and regularly report on compliance and training KPIs as required by the business
  • Design of new product and platform training – responsible for creating new training materials to enable customer operations colleagues to be upskilled effectively on new products, processes, systems (including any supporting behaviours)
  • Communicate new processes – joint responsibility with Customer Operations Team Managers to brief in new processes and procedures to the Customer Operations team and provide training support as needed
  • Working closely with site management to ensure all key processes are captured and documented for training and quality requirements
  • Perform any other duties as assigned and required
Qualifications and Educational Requirements
  • An understanding of the learning cycle
  • Understandingand experience of coaching and mentoring
  • Knowledge of the sales & service cycles
  • Excellent presentational, verbal and written communication skills
  • A high impact classroom delivery style and the ability to manage a room
  • Ability to evaluate interventions and recommend points for improvement
  • Strong facilitation skills
  • Ability to manage a group within a training environment
  • Ability to quickly build rapport at all levels
  • Ability to work autonomously when delivering training and to work as part of a team
  • Ability to self-motivate, with a desire to grow and develop
  • Ability to input into the design of training interventions
  • Previous experience of designing, delivering and evaluating learning
  • Experience of working in a customer service environment, not necessarily as a trainer
Specialist Skills and Experience Required

A qualification in training design / delivery (or working towards) is essential. Experience of developing on line learning is desirable

  • Good planning and organising skills
  • Competent with MS Office suite (Word, Excel, PowerPoint)

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.