Account English Officer
Account English Officer
(National Capital Reg - Makati, Ortigas or Quezon City)
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Improve the English Communications skills of an account’s Customer Service Representatives (CSR) through proper diagnostic assessments, development of various language interventions and effectiveness data tracking.
• Coordinate closely with the English Specialist to understand English communications needs of account to develop targeted training/interventions.
• Monitor the English Communications skills of CSRs against account-specific benchmarks as per established requirements.
• Work with the English Team to plan and develop effective language training interventions to address relevant performance gaps and drive continuous quality improvement.
• Work with the English Team to help validate the effectiveness of the English Communications Program through continuous performance analysis based on well-defined measurable targets.
• Perform other tasks that may be related to the English Communications Program within the account.
• Perform other tasks assigned by the Senior English Specialist and English Communications Manager.
EDUCATION and EXPERIENCE
• University degree preferably in English, ESL, Communications, or Education.
• 1-2 years Call Center/corporate training experience and/or
• 1-2 years Teaching experience
• Related experience in effective monitoring, coaching, and training
• High organizational, planning and negotiation skills
• Proven analytical and creative thinking abilities
COMMUNICATION SKILLS
• Native or native-like verbal and written English communication skills
• Ability to effectively present information and respond to questions from groups of managers, clients and other support groups.
• Ability to write reports, business correspondence, and training manuals
• Excellent presentations skills.
• Ability to effectively evaluate English communication skills of CSRs given the context of call center operations
• Ability to provide syntactic rules and explanations in dealing with language and linguistics concerns of the operations.
Company Name :Sykes Asia, Inc.
Industry :Call Center / IT-Enabled Services / BPO
Location :19F One San Miguel Avenue, San Miguel Ave. cor Shaw Blvd., Pasig City 1550
Company Tel :636-8555
Company Fax :849-9019
WebSite :http://ph.sykes.com