Process and Training Associate, Customer Care-BGC
Drive Spotter
Customer Service
Philippines
Posted on Dec 22, 2025
Department:
Customer Service
Location:
Philippines
Department: Customer Service
Location: Philippines
Job Description
Key Tasks & Responsibilities
- Analyze and identify process opportunities, develop action plans, and implement improvements across six ventures.
- Monitor and measure the impact of new or improved processes rolled out to ensure achievement of desired outcomes.
- Coordinate creation of training materials, e-learning modules, and job aids across BPO partners
- Foster interactive and engaging learning experience to promote knowledge retention & skill upskilling
- Collaborate across stakeholders to assess training needs & develop programs to achieve business results
- Drive insight-sharing initiatives with key stakeholders and leadership on projects, top pain points, and agent opportunities.
- Analyze and identify process opportunities, develop action plans, and implement improvements across six ventures.
- Monitor and measure the impact of new or improved processes rolled out to ensure achievement of desired outcomes.
- Coordinate creation of training materials, e-learning modules, and job aids across BPO partners
- Foster interactive and engaging learning experience to promote knowledge retention & skill upskilling
- Collaborate across stakeholders to assess training needs & develop programs to achieve business results
- Drive insight-sharing initiatives with key stakeholders and leadership on projects, top pain points, and agent opportunities.
Job Requirements
Qualifications & Skills
- A minimum of 3 years of experience in training, learning & development or operations, with at least 1 years in a leadership role
- Proficient in designing and delivering training programs across various mediums (e-learning, classroom, hybrid)
- Able to balance operational optimization needs and long-term strategic thinking
- Proven experience in managing and developing training teams; inhouse & BPO
- Good stakeholder management skills with ability to influence across various levels & functions
- Comfort engaging teams across SEA markets and diverse cultures.
- Agility and flexibility to thrive in a high-pressure working environment and industry.
- Proficiency in English
- A minimum of 3 years of experience in training, learning & development or operations, with at least 1 years in a leadership role
- Proficient in designing and delivering training programs across various mediums (e-learning, classroom, hybrid)
- Able to balance operational optimization needs and long-term strategic thinking
- Proven experience in managing and developing training teams; inhouse & BPO
- Good stakeholder management skills with ability to influence across various levels & functions
- Comfort engaging teams across SEA markets and diverse cultures.
- Agility and flexibility to thrive in a high-pressure working environment and industry.
- Proficiency in English
