MasterCard Senior Specialist Training in Manila, Philippines

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Senior Specialist Training

Team Overview

Design and development of training materials for our global contact centre teams

Create, review and publish knowledge content for our global contact centres

Job Purpose

Design and develop training curriculum to support our global contact centres

Identify opportunities to improve performance through training intervention

Facilitate training sessions with contact centre personal

Are you a contact centre training professional?

Are you motivated to be a part of a culture of change and enhancement?

Do you want to drive process and performance improvement?

Development and design of the training curriculum in support of contact center operations.

Mitigate contact center agent knowledge operational risks identified by Operations team Facilitate instructional training sessions to engage and motivate adult learners to meet or exceed performance expectations.

Develop reports to measure and monitor metrics to identify weaknesses and provide additional follow-up training

Identify opportunities for program enhancement and provide feedback to Training & Quality Manager

Work within a team including, Training & Quality Manager, Site Director, Operations Managers, Supervisors and Human Resources personnel

Monitor KPI€™s and call drivers and create Knowledge base information in support of the product FAQ€™s

Other duties as assigned, such as attend Calibrations and Business Review calls as required

Bachelor€™s Degree Preferred, or an equivalent combination of education and experience may be considered

Expert experience in training development and delivery

Excellent communication skills, both verbal and written

Strong interpersonal skills with student and staff populations

Superior organization, prioritization, and self-motivation skills

Strong computer skills. MS Office Suite

Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments

Ability to listen to customers and to understand and respond positively to their requests

Ability to manage multiple tasks and successfully meet deadlines

Desirable

Experience with elearning tools, such as Adobe Captivate

Experience with managing knowledge base tools.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.€‹
Requisition ID: R-63990