Proctor - Project Job Listing at ResultsCX in Pasig, NCR (Job ID PH10436)

Description

Description
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.

• 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

• 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

• All-around fun in the workplace
• Healthcare Benefits
• Opportunity to grow with ResultsCX if that's “Your Greater”

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX 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 federal, state, or local law.