Do you want to take the first step in making Filipinos’ lives better everyday? 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! G ka ba? Join the G Nation today!
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