POSITION TITLE: HR Service Delivery Senior Analyst
WORK SETUP: Hybrid
OVERALL PURPOSE:
1)Ensures that agreed proficiency levels are met upon agents’ graduation from the training program and provides training related reports necessary to track performance. 2)Facilitates all process specific required training that may include cross training, up-skilling and roll out of process.
RESPONSIBILITIES:
Training Needs Analysis
• 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
Training Design and Development
• 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
Training Delivery and Communications Skills Coaching
• 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
Training Evaluation and Reporting
• 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
Other Responsibilities
• Propose continuous improvements in communications coaching and new hire training processes
• Mentor other employees to provide communication coaching support
• Attend quality calibration calls and provide recommendations
• Provide communication coaching and training support to other businesses
Security Compliance
Employees are required to maintain compliance with company safety, security, and privacy programs (secrecy of all information and project related information that may be acquired about the business, its affiliates, and partners). They are responsible for being active participants of programs that protect the company’s business operations, facilities, and physical and intellectual property and ensure a safe and secure working environment for all employees.
OTHERS:
Project Shift Schedule: Morning Shift
Project Rest Day: Weekends Off
- Project/Team Location: Taguig, Uptown Bonifacio Tower 3
Priority Skill
Learning Operations
SKILLS AND QUALIFICATIONS:
At least 3 years of relevant experience in Training
Generic / any payroll background required
Please complete your application through this link https://forms.gle/1eRiLqU3dh3o6tyB8