Training Supervisor

2 weeks ago

George Town, Penang, Malaysia Teleperformance Full time

Overview:

Job Summary
If you have proven 1 year BPO supervisory experience, we have something for you

Qualifications:

Requirements:

Language/Communication

  • Japanese N1 / English B2-C
  • Excellent fluency and comprehension to support traveler/partnerfacing voice and/or nonvoice services in the language indicated by the Contact Segment in this SOW, formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension)
  • Written skills: attention to detail and ability to communicate effectively and efficiently in writing
  • Listening skills: active listening; able to appreciate the context of the traveler or partner's experience
  • Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency
  • Polished etiquette and delivery: ability to communicate in a structured and effective manner
  • Fluent English proficiency & comprehension, grammar, and spelling (spoken and written) as verified by an clientapproved formal test

Experience, Education, Certification

  • Experience in training delivery, proven facilitation skills both in person and remotely
  • Contact Center experience (required)
  • Experience with client products and systems (preferred)
  • Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics
  • Management training courses offered by Vendor (preferred)
  • GDS experience (preferred for Simple/Standard Contacts; required for Complex Contacts)

Soft Skills

  • Travel industry savvy, passion for travel, good geography and cultural knowledge
  • Excellent time management: ability to multitask while solving issue and effectively communicating with travelers or partners
  • Take ownership, bias for traveler/partner resolution no matter what
  • Critical and logical thinking outside the box; applies common sense
  • Anticipate traveler/partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and topnotch service to the traveler/partner
  • Demonstrate desire to help and solutionsmindset, investigates and takes action to meet the needs of Client and Client's travelers/partners, ability to develop effective solutions to difficult traveler/partner problems or situations (i.e., consultative skills)
  • Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis
  • Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with travelers/partners
  • Ability to handle/diffuse difficult or irate travelers/partners effectively, set expectations and deliver information in a positive way
  • Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations.
  • Takes responsibility for their actions and is receptive to constructive feedback
  • Makes effective decisions within their authority
  • Analytical problemsolving skills; linear and logical thinking
- "Walk the talk" leadership style and proven coaching skills

  • Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
  • Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices

Responsibilities:

Key Responsibilities:

  • Facilitate a new hire class during preprocess and process training
  • Facilitate necessary or required annual upskilling or refreshers with existing resources
  • Create and facilitate knowledge tests with existing Specialists and Support group in Operations
  • Complete all training requirements based on the program's specifications
  • Coach new hire Specialists on their overall training and nesting performance
  • Conduct mock scenarios on all channels available
  • Govern the nesting process and complete deliverables on time
  • Assess new hire performance during Nesting and mitigate with appropriate actions when necessary
  • Conduct a Training Needs Analysis after 30 to 60 days of outofgate performance
  • Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum
  • Assist in creating and developing training materials when necessary
  • Follow all steps of BEST T&D

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