The purpose of this role are: 1) to conduct language and culture training for all NHs (new hires) at Manila 2) Support gradbay and coach associates as per training methodology and guidance; 3) refresher trainings for tenured Japanese (JP) population based on Day 1 Contact Handling (D1CH).
Key job responsibilities
• Identify communication gaps (spoken and written) during in-class training and maintain a RAG (Red/ Amber/ Green) analysis associate-wise for enhancing language skill-sets during the gradbay period.
• Design and deliver communication skills training (behavioral, grammar, soft skills) for both Voice and Non-Voice channels, with a focus on customer service excellence.
• For tenured MNL JP associates, conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA) to implement Day 1 Contact Handling (D1CH) skills and cultural training programs in partnership with the Manila Training Delivery (TD) team and Instructional Design (ID) team
• Deploy the Instructional Design (ID) framework for in-class training and gradbay interventions to enhance the Japanese language skills of the Japanese speakers in Manila.
• Collaborate with Manila TD and Hiring team for all R&O new hire (NH) trainings, and prep for deploying the curriculum on time.
• Support Manila site for any Process Training if permanent trainer(s) are not available.
• Sync with the Stores team periodically and seek to understand (STU) best practices on language and culture training for JP (Japan) region.• Completed Bachelor's Degree (in any field)
• Fluent in Japanese and English languages
• In the event that the candidate is not a native, he/ she should possess at least N2 (Pre-advanced) level certification or CEFR C3 minimum (as determined by Pipplet score)
• Computer proficient: able to utilize Microsoft tools (Office, Powerpoint, Excel, Word, Outlook, etc)
• Experience working with customer service industry (2 years and above)
• Must be flexible to work various shifts as needed by the business
• Experience training Nihongo or has been a language instructor (either to native/ non-native Japanese speakers) for 1 year or more• Japanese native citizen or has resided in Japan
• Amenable reporting onsite
• Thinks outside of the box
• Searches for innovative solutions
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