MasterCard Senior Specialist Training in Manila, Philippines
Who is Mastercard?
We are the global technology company behind the worlds 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.
Senior Specialist Training
Design and development of training materials for our global contact centre teams
Create, review and publish knowledge content for our global contact centres
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 KPIs and call drivers and create Knowledge base information in support of the product FAQs
Other duties as assigned, such as attend Calibrations and Business Review calls as required
Bachelors 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
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