Training Process Specialist (Service Desk) – BGC Taguig

Are you ready to make an impact? Join Infosys BPM as a Training Specialist for our Service Desk Campaign in BGC and jumpstart your career!

Position Summary:

The job holder will ensure activities related to delivery of trainings, assessments, and corresponding logistics with the objective to provide employees with supportive training environment and management with training data .

Key Requirements: 

• Graduate of any 4-year course.

• 4 years total BPO experience with at least 2 years in service desk line of business.

• 1 to 2 years experience as a trainer in BPO/shared services industry.

• Excellent oral and written communication.

• Good problem-solving skills and ability to multitask.

• Amenable to work in shifting schedules.

• Amenable to work on onsite in BGC Taguig.

Required Skillset:

• Train new hires (Customer service & soft skill)

• Provide refresher training and calibration sessions for existing employees

• Schedule, coordinate and administer process trainings, ensure delivery of a training plan

• Provide face to face coaching session

• Manage all training documentation as required

• Design training content as required

• Provide developmental feedback to the trainees on a regular basis

• Conducts needs assessment and determines an appropriate program to meet the needs 

• Displays patience and dedication to bring trainees up the learning curve

Other Competencies:

• Possesses effective delivery/training techniques and methods

• Understanding of teaching methodology, processes, learning theories and inter-personal and group dynamics to deliver training program, as well as relevant tools 

• Ability to identify training needs accurately and communicate training needs to all stakeholders.

• Ability to extend follow- up support on the floor to sustain learning and improve performance

• Ability to develop content to meet ongoing needs in the form of refresher courses, quick studies, etc. with use of appropriate methodology

• Working knowledge of Word, Excel and PPT to complete reporting and documentation efficiently and effectively

• Ability to work closely with the quality team to ensure consistency

• Ability to understand and use basic analytical methods to identify problems for simple client scenarios and to recommend solutions

• Ability to translate business requirements into training requirements

 Why Infosys:

• Quarterly performance bonus.

• Outstanding career development opportunities and fast track career progression.

• Enjoy a fair work-life balance.

• HMO and Life Insurance for employee and 2 dependents for free.

• 24 Leaves annually.

• Inside the Central Business District area.

• Great place to work certified.

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.”

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Please refer to job description.