Competitive Benefits awaits you!
HMO Coverage on your first day
Free shuttle service from major routes
Complete attendance cash bonus plus 1 month free meal
Childcare Center helps working parents look after their children
Special Post Paid Plan that comes with a Free Smart Phone
Comprehensive Healthcare Assistance
Salary Loans with convenient Payment Terms
On-site pharmacy offers medicines at discounted prices
Exclusive discounts on school supplies
Essential Duties & Responsibilities:
Ensuring regular call calibration sessions as agreed.
Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
Escalating quality deficiencies to Contact Centre Management.
Working closely with external Quality Measurement Vendor ensuring that quality improvement steps are initiated and that improvements are ongoing.
Attending internal local meeting (staff or with other department).
Following training and development guidelines as defined by the company.
Oversees the Planning of Training and works with Resource department to schedule training sessions.
Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
Oversees collection of information related to product knowledge and development of training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard Transcom follow-up plans after all training is completed.
Ensuring an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.
Job Specifications (Qualifications, Skills and Experience)
Has background in managing Communications and Culture training programs for multi- regional English Speaking campaigns
Quality Background preferred
Knowledge of Transcom’s policies, procedures and training guidelines
Must have effective leadership skills which can impact colleagues’ behaviour including those that do not report directly to you.
Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
Have effective analytical skills to analyze results and make decisions based on facts and figures.
Must be an ambassador for Transcom
An aptitude to handle change in a fast paced dynamic environment
An ability to take ownership of timelines and do the appropriate follow-ups
Excellent organizational, interpersonal and communication skills
Flexible and positive attitude
Strong call anatomy skills
Must have the ability to coach and motivate staff
Lead by example when speaking to internal and external customers
Results oriented with a proven track record
Must be fully shift flexible
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