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Job Description Job Attributes+

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  • Job Type

    Full Time

  • Job Location

    Pasig, Metro Manila

Training Proctor

Proctors are high performing Associates who are interested to participate in the Global Proctor Program with the intention supporting new hire classes in a proctor capacity. Proctors are key roles that will take learning experience of new hire to the next level.

In this role, you will:
  • Assist Trainer through Classroom Management
    • Monitor classroom throughout the day
    • Check on agents’ behavior in class including level of engagement, agents not paying attention to training, agents that do not appear in training environment
    • Assist new hires on their technical concerns including system issues, camera concerns, connectivity, etc.
    • Assist Trainers in making sure that all new hire class are on the same page during facilitation and activities through identifying new hires with raised hands for questions, new hires that are disengaged or confused
    • Assist Trainers on minimizing interruption during class. Example: mute agents that are off mute while others are talking, calling out unnecessary background noises
    • Assist in filling out DEJ, with updates throughout the day (as assigned by the trainer):
      • Add in any system issues
      • Agent attendance issues
      • Lesson completion updates
      • Help trainer with breakout rooms
      • Getting everyone to breakout rooms and back to the main session
      • Monitoring breakout rooms for agent participation and task completion
      • Help complete any administrative tasks assigned by the Trainer
      • Coordination HR/IT/OPs interactions with agents
      • Coordination of classroom visitors
      • Activity setup
      • Login testing
  • Attendance Checking
    • Take attendance (at start of class each day, after breaks and lunch)
      • Act as timekeeper of the class
      • Ensuring the trainer has the correct agent hours
      • Monitor agent breaks or time away from the class; that is not planned or longer than planned
      • Assist trainer in verifying new hire class identity through camera
    • Assist with IT issues/Troubleshooting
      • Help with any IT issues (system not loading, lockouts, ResultsCX or client access issues)
      • Submit IT tickets (submit and follow up on IT tickets)
        • If tickets are submitted, they need to be added to the DEJ
      • Boost Engagement
        • Encourage participation
        • Acknowledgement of correct and incorrect responses (good job, great answer, thumbs up)
          • Call on agents in chat to speak up with responses
          • Praise (use praise feature to create badges for job well done)
          • Use emojis to show reaction to agent responses (thumbs up, heart, laugh)
        • Provides feedback to the trainer on class level of engagement and group dynamics
  • Off Class Duties
    • Proctors not in class are expected to take phone calls until such time that a class will be assigned to him/her.
    • Proctors may attend trainings as a Leadership Developmental for him/her when not in class
We are looking for someone who has:
  • 6 months experience with ResultsCX
  • Proficiency in the use of personal computers
  • Good non-verbal and verbal communication skills – both oral and written
  • Good interpersonal skills with the ability to work with trainer
  • Good attention to detail
  • Ability to work in a dynamic environment
  • Ability to work different shifts as required (with work week in-class possibly being 45-50 hours)
  • Must not have any record of Disciplinary Action in the last 6 months
  • Mid to High performing associate
Why join our ResultsCX team?
  • All-around fun in the workplace
  • Healthcare Benefits
  • Opportunity to grow with ResultsCX if that’s “Your Greater”
About ResultsCX:

We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under national or local law.

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