广东省数字贸易与服务公共服务平台

岗位职责:

The Trainer is responsible and accountable for the execution and facilitation of training classes including but not limited to New Hire Guest Services, Reservation and other related systems, New Hire Refresher and Service Culture. The Trainer provides on-going training to all groups within the Global Contact Centers and fosters a high performance culture through an effective and versatile training style.

1、Deliver learning sessions, including but not limited to New Hire Training, Refreshers, Loyalty, Service Culture, Effective Selling and Communications workshops.

2、Personalize learning content to address different colleagues’ needs and help them succeed in their roles. Identify training needs through partnership with Operations and Quality and using analytic to evaluate performance and training needs.

3、Take initiative to collaborate with key stakeholders to ensure learning materials are always aligned with relevant up-to-date policies, procedures and guidelines.

4、Measure and evaluate learning effectiveness and work with Learning and Operations teams to continuously leverage on different learning tools (eg. Briefings and eLearning materials) as well as improve existing learning resources (eg facilitator’s guide and learner’s guide) for better colleague performance.

5、Familiarize with all GCC systems and business processes to understand the operating environment and incorporate the knowledge in the development of learning materials for colleagues.

6、Review the results of training sessions and work with Operations Leaders to develop briefings and training tools for continuous performance improvements. Review and make recommendations for improvement of learning resources including but not limited to training manual, facilitator’s guide and presentations.

7、Demonstrate a commitment to C core values (included in all job descriptions).

8、The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary (included in all job descriptions).

任职资格:

1、Minimum 1-2 years in a contact center training experience with strong customer service mindset. Experience in hospitality or travel industry preferred.

2、College degree.

3、Microsoft suite of products.

4.  A good collaborator who will thrive in partnerships with various stakeholders in developing winning ways of helping people to learn.

5.  Good presentation and listening skills, ability to connect with audience.

6.  Pursues best practices for change and experimentation.

7. Strong verbal and written communication skills required, demonstrating Hyatt’s desired behaviors of empathy and care

广东南油对外服务有限公司（以下简称：广东南油外服）是一家具有33年历史的全资国有控股企业，由中国人力资源服务领域规模最大的上海外服（集团）有限公司和中国南海石油联合服务总公司共同组建，注册资本2000万元，总部设立于广州，并在深圳、佛山、东莞、珠海、中山、江门、湛江、汕头、清远、从化等地设立了分公司，是广东最早涉猎人力资源服务行业的企业之一，服务进入广东投资的世界500强企业超过100家，客户涵盖各行业的知名外企、国企和民企，总量超过4500家，雇员人数超过10万人，2017年度营业收入近50亿元，纳税额近3亿元。公司现有员工超过250名，其中本科以上学历占比超过75%，平均年龄30岁左右，近20%拥有中级以上技术职称，队伍呈现年轻化、专业化特点。

广东南油外服已在业内率先通过国际知名认证机构挪威船级社（DNV）的ISO90001：2015质量体系认证，遵循“客户的期望就是外服人的追求”的质量方针，荣获“全国人力资源诚信服务示范机构”、“广东省诚信人力资源服务示范机构”、“广东企业500强”、“广东省自主创新标杆企业”、“广东省青年文明号”等诸多荣誉，还是中国对外服务工作行业协会常务理事单位，广东省人力资源研究会监事长单位，广东省人才交流协会、广东省服务外包产业促进会、广州人力资源服务协会、广州服务外包行业协会副会长单位，在广东乃至华南地区具有较强的品牌影响力和领先的市场地位。