The Role
At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.
In this role, you will take on a key responsibility for onboarding training, refresher training, resource creation, analysis, and overall performance across multiple sites as required. This role involves analyzing customer interactions, presenting findings to the Training Lead, and delivering training and coaching to maximize team performance. While the primary focus is training, the role also requires assessing training effectiveness by reviewing performance during live customer interactions, following the quality evaluation process.
We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!
What you’ll do
Training & Facilitation
- Facilitate onboarding training for global markets and/or brands
- Deliver refresher, cross-training, and upskill training as required
- Foster a culture of learning and high-quality customer experience
Quality & Continuous Improvement
- Review live customer interactions to assess training effectiveness
- Identify common agent challenges and escalate insights to the Training Lead
- Recommend new procedures, resources, and improvement initiatives
- Ensure all training materials, resources, and documentation are consistently accurate, up-to-date, and aligned with current processes, systems, and business requirements; proactively identify and implement necessary updates as changes arise.
Knowledge Management & Resource Development
- Create and maintain training resources in Shelf, Bridge, or other platforms
- Ensure all materials are accurate, up-to-date, and aligned with current processes
- Support knowledge-sharing initiatives across teams
Reporting & Analysis
- Report on training delivered, including attendance and performance outcomes
- Assist the Training Lead with reporting and deep dives on Quality & Customer Satisfaction across all channels
- Submit required reports to the Customer Care Leadership Team outlining findings and implemented actions
- Update 30/60/90 day scores of trainees post-onboarding
Leadership & Role Modeling
- Lead by example through consistent demonstration of high performance standards
- Maintain strong working knowledge of procedures and products by handling live interactions
- Stay aligned with Customer Care KPIs and actively support the Leadership Team in achieving targets
What you’ll bring
- High attention to detail
- Strong product and system knowledge
- High level of computer proficiency (Google Workspace: Slides, Sheets, etc.)
- Confident and articulate communication skills
- Passion for delivering exceptional customer experience
- Proactive mindset with a commitment to exceeding expectations
- Ability to adapt quickly to process changes
- Capability to implement and integrate continuous improvements
What we offer
- Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
- Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
- Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
- Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
- Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time
Location:
BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)
Are you up for the challenge?
The first step to your new role starts here. Send in your application, and our dedicated team will thoroughly review your details. We are excited to connect with you soon!
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