Jobs at Outsource Global Limited

Responsibilities and Expectations

• Conduct learning and performance needs analyses for all campaigns and development needs for the Leadership team.
• Create and design content specific to product / campaign-specific knowledge or skill gap training
• Apply adult learning principles and instructional systems to design and refresh blended learning solutions that minimize time away from customers and maximize performance improvement
• Organize and Coordinate Training Schedules to maximize available training resources and facilities
• Design for and measure against required business outcomes; evaluate, track and report on the impact of programs and initiatives
• Effectively manage blended learning programs, including delivery schedules and facilitator pools
• Manage and maintain productive and collaborative working relationships with vendors, SMEs, peers and stakeholders keeping in priority the org's business strategy.
• Facilitate / co-facilitate learning programs and workshops; maintain high participation and high participant evaluation scores
• Proficiently use standard office tools and specialized L&D and HR tools for learning program administration and surveys (Microsoft Office, various survey tools)
• Instructional design: Strong knowledge of adult learning theory, instructional design, leadership theories and practices, and multiple learning formats
• Project management: Able to prioritize, scope, plan, budget and execute to independently move projects forward
• Critical thinking: Strong reasoning skills; able to structure thinking into logical flow and sequence that's easy for others to understand; able to create and work with conceptual frameworks
• Communication: Crisp, compelling and practical style of organizing thoughts into writing and speech
• Business acumen: High intelligence & ability to quickly grasp complex business issues
• Stakeholder management: Collaborative and able to establish positive relationships and align others around accomplishing goals
• Facilitation: Expert facilitation skills that drive high levels of participant engagement; executive presence to credibly and confidently work with groups of senior leaders in and out of the classroom.

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Job Description

• Make out-bound / receive inbound calls and respond to customer's emails where applicable
• Manage, research, identify, and resolve customer complaints using available resources
• Identify and escalate issues to supervisors / team-lead
• Provide product and service information to customers
• Update existing customer information
• Route calls to an appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Complete call logs and reports
• And other duties as assigned.