Job ID: 7438

  • Feb 8, 2019
  • 1880 Bldg. - Eastwood City

  • Create quality and training programs. Leads, monitors, and evaluates the success and progress of employee adherence and understanding of these programs.
  • Develop and implement training programs for operations, including ongoing and refresher training support continuous improvement.
  • Responsible for knowledge management delivery and maintenance; develop, maintain, and update reference materials, manuals, and job aids, (including electronic manuals, lists) for operations. Ensure tools and content are cohesive and accessible to call center staff.
  • Monitor training results through course evaluations and utilizes the results to improve the training programs.
  • Recommend solutions for performance issues and potential areas for training.
  • Identify where staff needs correction, coaching or feedback.
  • Produce reports to illustrate successes and shortfalls including recommended actions
  • Evaluate calls to ensure consistency across sites and division
  • Monitor calls to ensure agents are compliant, competent and that they are conducting themselves in accordance with legislative and company guidelines
  • Complete all call quality documentation, including logging non-conformances and coaching provided
  • Analyze call outcomes, identify trends and raise through the correct channels
  • Work as a SME who can support the production floor
  • Assist the TL for coaching and improving the team productivity and fostering positive team culture
  • Manage assistant TLs
  • Communicate with client regularly to improve the work efficiency and provide feedback.

  • College graduate, or equivalent
  • >=2-year experience in a call center setting or equivalent
  • Experience in developing training manuals, documents and processes
  • Proven experience in training in a learning environment
  • Experience using telephone/dialing systems

Other skillset required:

  • Strong Dependability and work ethic
  • Strong written and verbal communication skills
  • Strong presentation and public-speaking abilities
  • Effective time management and organization skills
  • Ability to be proactive, self-motivated and self-directed
  • Ability to navigate multiple desktop/web applications
  • Ability to work and collaborate in a team environment
  • Excellent interpersonal skills
  • Acute attention to detail

MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

Cultures and Values

We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.