DE032658-Instructor Senior Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Instructor Senior Analyst WORK SETUP: Hybrid (Full RTO when facilitating a class) OVERALL PURPOSE: Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous education, company background and industry policies. • Ensures that agreed proficiency levels are met upon agents’ graduation from the training program and provides training related reports necessary to track performance. • Facilitates all process specific required training that may include cross training, up-skilling and roll out of process and policy updates and tools/systems upgrade or changes. • Conducts training needs analysis and implements training intervention based on Training Needs Analysis (TNA) results to help improve performance. RESPONSIBILITIES: • Work with the operations, training, and quality teams to identify performance gaps related to communication skills • Analyse performance gaps and provide recommendations to meet target metrics • Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design • Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and over-all training effectiveness gaps • Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff • Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development. • Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff • Provide floor support and communication coaching to all employees including leadership and support • Develop communication assessment tools in line with project’s goals and metrics • Proactively develop activities or modules to supplement existing programs or initiatives • Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting • Gather data from operations and other support teams to measure program effectiveness • Monitor progress of employees by tracking performance indicators • Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews • Provide floor support and communication coaching to all employees including leadership and support • Develop communication assessment tools in line with project’s goals and metrics • Proactively develop activities or modules to supplement existing programs or initiatives OTHERS: Project Shift Schedule: Mid/Night Shift Project Rest Day: Weekends Off Project/Team Location: Quezon City, Gateway Tower 2 SKILLS AND QUALIFICATIONS: Instructor Senior Analyst (Process Trainer + Comms Coach) • With at least 3 years as a process trainer in a contact center / voice operations setup • With excellent comms skills as this resource is expected to also do comms coaching at some point (at least equivalent of B2 in LPA) • At least 1 year Instructional Design or Content Development skills/experience. Okay with candidates with experience in writing DTPs/ SOWs/WIs • Excellent Training Delivery and Classroom Management Skills • Knowledge of Adult Learning Principles • Excellent coaching and mentoring skills specifically during classroom trainings • Experience in working with online learning management systems and conducting training virtually via virtual training such as but not limited to MS Teams is preferred • Microsoft Office proficiency including expertise in MS Word, PowerPoint and Excel • At least 1 year of teaching or communication skills coaching experience