Unity Communications has established a flexible team to provide cost-effective call center solutions. But we need a leader to help maximize productivity and maintain work-life balance.
Are you confident in your ability to be a thoughtful guide for new hires while also providing the same care to seasoned professionals? Do you enjoy providing feedback for process improvement and efficiency?
Be our newest Call Center Trainer now! You will oversee our agent onboarding, training, and performance monitoring. Your insights also matter when implementing workforce engagement programs.
Help us bring success to our agents and clients by clicking the apply button!
How You Spend Your Eight HoursWork closely with stakeholders and team members
Employ and analyze data that support our client's business goals
Use process knowledge to establish best practices that help maximize our services' value
Optimize end-user experience through agent onboarding, training, and engagement
Directly report to the Service Delivery Manager
Partner with Operations Assistant Managers and Team Leads to ensure agents meet corporate and partner key performance indicators (KPIs)
Conduct a regular training needs analysis (TNA)
Develop action plans to provide baseline statistics and drive improvements
Act as a point of contact for training agents on clients and campaigns
Implement campaign-specific and department requirements as informed by Operations and clients to ensure agents' success factors for onboarding and performance
Facilitate training programs for personal and professional development
Collaborate with Operations to establish a positive environment that supports and reinforces best-in-class customer service practices
Oversee appropriate action regarding deficiency trends of virtual teams and individual executives
Calibrate with agents and clients to ensure all procedures are updated and match the campaign's short- and long-term success goals
Supervise class participants and mentors in specific courses, including skills assessment, knowledge development, and attendance monitoring
Contribute and record individual data for all training-related activities
Perform ad hoc tasks
What You Must Possess1-2 years of solid experience as a BPO Trainer
Creative problem-solving skills
Experience maintaining detailed records
Experience using project management software such as Asana
Knowledge or experience in creating visually pleasing and accurate data reports
Efficient time and data management
Strong relationship and stakeholder management skills
Excellent English communication skills (written and oral)
Active listening skills
Ability to work well under pressure and as a shared resource for the entire company
Love for leadership as a concept
Experience working to create change through working relationships
Experience with and desire to learn multiple technology platforms
Experience with Microsoft Office products, including Word, Excel, and Adobe
Sense of urgency to accurately and regularly measure and monitor agent performance
Great internet service at home with backup internet and battery-powered solution
Ability to report to the office 80% of the time to monitor training and nesting phase as needed
What You Shall ReceiveHMO coverage with two free dependents upon regularization
VL/SL credits upon regularization
Friendly and supportive work culture
13th-month pay and other Philippine-government-mandated benefits
Non-taxable allowances
Pay increases, performance bonuses, birthday gifts, and many more
What You Should ConsiderFull-time position
Monday to Friday, night shift (4x11, can be Mon - Thur, or Tue-Fri, can be 8x5 depending on the need)
90% Onsite and 10% WFH work setup (with on-site training)
Why Join Our CompanyYou look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.
