Customer Service Training Officer

This role is open for both iAspire candidates and external talents. We encourage you to refer candidates to this role.

Position Title:  Customer Service Training Officer

Job Summary:

The position is primarily responsible for improving the competencies of the CBS Operations Group by offering effective learning solutions through training and management of its knowledge library. This position may also be tapped to spearhead specific projects related to employee engagement.

Role Exposure:

Training Delivery

• Design, conduct and evaluate Card operations specific training modules (i.e. New CSR Training, Courier Training, etc.)
• Acts as a CS-Team Lead during new CSR training before agents are sent to production
• Access to CS systems used for client account maintenance and escalations during New CSR nesting period
• Work closely with leaders in implementing and creating other development initiatives and related projects.
• Conduct Root Cause Analysis based on the quality evaluation scores and error reports of the different teams across CS Inbound, BAU, Fulfillment and Card operations
• Use of various assessment methods to evaluate learner readiness (i.e. side by side, recorded call assessment, email correspondence)
• Assess agent performance based on QA metrics and propose and implement learning interventions to improve or enhance areas.
• Provide accurate and timely performance data input to Workforce Management and MIS for generation and analysis

Knowledge Library and Digital Learning

• Creation, updating and upload of e-guide (One-Pagers) used by agents 
• Management of Knowledge Library (Metrobank Information Guide for Card Services and Digital Learning Assets)
• Utilize and create mutli-media/digital learning materials to engage learners

Process Improvements and Employee Engagement

• Manage or assist in Process Improvement initiatives and projects
• Lead in the conceptualization and execution of employee engagement activities
• Perform projects/tasks that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ)

Qualifications:

• Bachelor's degree from a college/university
• With at least 2 years' experience in training from a credit card company, bank or other financial industry
• (Experience in the call center industry an advantage)
• Good Oral & Written Communication Skills
• Presentation Skills
• Good stakeholder management
• Must have 1 to 2 years of experience in facilitating Soft Skills and Technical Skills programs
• With at least 1 year exposure to Training Cycle - Development of Assessment tools, Root cause analysis, Instructional designing, etc

Rank:  Junior Officer

Location:  Ayala, Makati

Unit:   Systems Fulfillment & MIS Department