About the job
Key Responsibilities: Training Program Development and Execution: • Develop and execute strategic training programs to enhance the skills, knowledge, and performance of customer service agents • Design and maintain scalable training frameworks, methodologies, and tools to support the growth and evolution of the customer service function • Continuously evaluate and improve training content, delivery methods, and program effectiveness to align with business objectives and customer needs • Implement innovative training solutions, including e-learning, workshops, and blended learning approaches Stakeholder and Vendor Management: • Serve as the primary point of contact for internal stakeholders, including senior leadership, customer service teams, and cross-functional departments • Collaborate with customer service vendors to ensure alignment with training goals, quality standards, and performance expectations • Build strong relationships with internal and external partners to drive consistency and excellence in training delivery Performance Management and Reporting: • Manage, track, and report the performance of internal and external training teams to the Learning and Performance Management Senior Manager and upper leadership • Establish key performance indicators (KPIs) and metrics to measure the success of training programs and their impact on customer experience • Provide regular updates and insights to leadership, highlighting successes, challenges, and opportunities for improvement Data Analysis and Continuous Improvement: • Conduct data analysis to identify trends, gaps, and opportunities for enhancing training effectiveness and customer service performance • Use data-driven insights to inform decision-making and drive continuous improvement in training programs and methodologies • Monitor customer feedback and service metrics to ensure training initiatives align with customer expectations and business goals Team Leadership and Management: • Lead, mentor, and manage both internal and external training teams, fostering a culture of collaboration, accountability, and excellence • Provide coaching and development opportunities to ensure team members achieve their full potential • Oversee resource allocation, workload distribution, and team performance to meet organizational objectives What We Offer Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package
Requirements
- Training program development
- Training execution
- Stakeholder management
- Performance management
- Data analysis
- Team leadership
Preferred Technologies
- Training program development
- Training execution
- Stakeholder management
- Performance management
- Data analysis
- Team leadership
About the company
Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation!