Trainer

Description (Why Work Here)

The Trainer maximizes call center agent’s effectiveness by ensuring agents have thorough knowledge of the processes and laws associated with the division they are instructing; products, services, program specific skills, troubleshooting, resolve problems, one call resolution and provide positive customer experience to ERC’s client and customer base. The Trainer is responsible for the initial orientation and continual training of agents.  The desired candidate will be responsible for delivering training modules and running classes of up to 25 people. The Trainer will test employees for readiness, learning new products and services and delivering the information by developing creative teaching techniques. The trainer will also work with Leadership ensuring they understand the training environment, have up to date reporting on training progress and identify current and ongoing training needs.

Responsibilities (Who we're looking for)

  • Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek or need one-on-one assistance.
  • Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; dealing with irate customers; creating a warm and positive experience for all customers
  • Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
  • Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations and ongoing development.
  • Engages in all program specific process including but not limited to process improvement, group and individual call observation, call quality calibration and mentoring activities.
  • Thorough understanding of competition within industry, Regulatory requirements, technical support and new product development and launches
  • Active Verbal communication in classroom environment, 8 to 9 hours each scheduled work day.
  • Sitting and standing positions 8-9 hours each scheduled work day.
  • Must be flexible with the ability and willingness to work late evenings, early mornings and weekends. Must be able to travel to other call centers and travel abroad.
  • Support development of training plans and curriculum
  • Performs all other duties as required

Qualifications (Why this position)

  • Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire new hires. 
  • Operational knowledge of MS Office: Excel, Word and PowerPoint.
  • Ability to develop training and methodology programs that are unique to ERC’s goals, values and mission statement.
  • Collections, customer sales and service training experience (minimum of 3 years in industry or related field).
  • Ability to problem solve. Strong decision-making skills. 
  • Self-development skills.
  • Ability to handle multiple projects and prioritize.  
  • Knowledgeable about existing and emerging training methods/tools.
  • Coaching and mentoring experience. 
  • Comfortable with delivering corrective action. 
  • Strong verbal and written communication skills.
  • Strong presentation skills.  
  • Able to multi-task effectively. High energy. Strong ability to build rapport and listen attentively to the needs of employees.
  • Ability to develop employees through positive motivation and training
  •  3+ years previous call center experience preferred.

Job Overview

Date Posted

2022-06-02

Department

Employee Development

Location

, Clark Free Port Zone, PH

Wage/Bonus/Pay:

$9.75 - $11.00/hour plus monthly bonus potential

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Reporting Analyst

Job Responsibilities:

Develop creative solutions for real-time issues in support of the Processing departments and Client Services.
• Create and Manage the execution of Project Plans. Determine prioritization of project plans with the Director of Client Services and execute.
• Perform account research and analysis as necessary, while utilizing the department ticketing queue or in response to email correspondence.
• Add efficiency and effectiveness to the general process flow by identifying process gaps and opportunities for greater performance. Use SQL and VB in tandem to meet these greater performance goals.
• Design and implement validation controls to improve functionality of client interfaces.
• Automate reporting deliverables wherever possible to improve timeliness and accuracy.
• Coordinate with Shared Services departments to improve process flows, provide accuracy and efficiency gains, and improve the standard of processing for an improved ERC service level.
• Partner with Information Technology to improve ERC technical performance wherever possible.
• Assist department leadership with User Acceptance Testing, Monitoring, and general process maintenance.
• Follow all standard operating procedures while communicating process failures and potential improvements to your team lead or manager. Update version history where required to ensure accurate process documentation, per ERC guidelines.
• Research and reconcile client requests and issues that are communicated directly to you, the department distribution list, or the department ticketing queue.
• It is expected that all ERC employees represent the highest level of professionalism, understanding that he or she will always be expected to act legally, morally, and ethically.
• Other duties as assigned.

Skills, qualifications, and other requirements:

WORK EXPERIENCE REQUIREMENTS

• 1+ years’ experience in related field.
• Proven organizational skills and demonstrated proficiency with SQL and VB.
• Demonstrated ability to research and resolve reporting breakdowns or create efficiencies through automation of process via macro-enabled documents or SQL tables.
• Understanding of project management and accounting procedures.
• Knowledge of industry standard financial software.
• Expert level understanding of Microsoft Excel.
• Attention to detail a must.
• Ability to communicate effectively with all levels of management and clients

EDUCATION REQUIREMENTS

Associate degree in a related field

Order Management Specialist

Job Responsibilities:

Order Entry/Data Entry
● Process order entry transactions as directed by customer account manager(s), including manual order entry, order copy, order line changes, terms changes, etc. aligned to Logitech OM and SOX processes and guidelines
● Data entry into Excel/Google docs as specified in the process(es)
Reports
● Generate and format order management and/or shipping reports as needed by customer supply chain department
● Produce daily summary of all transactions processed for audit/inspection by Logitech
Other
● Monitor email and respond timely in high volume environment
● Provide support for shipment tracking

Skills, qualifications, and other requirements:

KNOWLEDGE
● 2 years minimum Oracle order entry & reporting experience required
● Computer proficiency in email environments, MS Word/Excel/PowerPoint & Google Apps.
● Excellent English written and verbal skills

PERSONAL SKILLS
● Strong interpersonal communication skills
● Team-player
● Excellent attention to details
● Ability to work independently in a fast-paced office
● Ability to prioritize and multitask
● Strong sense of urgency
● Fast Learning skills
● Good organization and time management skills

Project Manager III

Job Responsibilities:

  • Coordinate in English with internal, client, and other external resources to ensure scope, requirements, and objectives are clearly and transparently defined
  • Work with ERC Sponsor, stakeholders, and functional areas to define tasks, deliverables, and due dates
  • Develop Project & Communication Plans based on implementation scope, requirements, and objectives
  • Manage changes to project scope, schedule, and costs through appropriate solutioning or escalation
  • Report and escalate on Action/Issue/Risk items that may impact project success
  • Meticulously maintain comprehensive project documentation
  • Define and drive project deliverables, meetings, updates, and communication with client & internal sponsors, stakeholders, and functional areas to ensure project scope, requirements, and objectives are met

Skills, qualifications, and other requirements:

  • Proficient in English Verbal and Written (Conversational/Professional)
  • Exemplary client & internal facing written and verbal communication skills and capable of communicating at the level of your audience (Executive and below)
  • Unparalleled attention to detail, critical thinking, and abstract analysis skills to see complex issues before they arise and resolve them
  • Solid organizational skills and ability to ‘get out of your own head’ when an issue or crisis arises
  • Ability to drive others to success through professional mechanisms that instill a desire in others to succeed
  • Unquestioned ability to manage multiple projects, conflicting deliverables, and drive a way forward to success
  • A desire to always self-improve, improve the team, process, and organization