Call Center Trainer

Qualifications:

• With at least 1 year call center experience as Trainer/Sales Coach
• Must have BPO experience in sales or customer service campaigns (outbound/inbound)
• Preferably with prior experience in launching new accounts
• Has very good knowledge on Training Needs Analysis and Adult Learning Principles
• Excellent English communication and presentation skills, both verbal and written
• College graduate or at least 3rd-year college level
• Can start immediately
• Amenable to work onsite (Makati) in night shift

Job Description:

• Conduct training classes for new account launches, service introductions, and ramp-up programs
• Conduct remedial training sessions for agents who are not meeting performance targets
• Develop and maintain training materials including PowerPoint decks, outlines, checklists, guidelines, success measures, and performance targets
• Track and maintain performance records at agent level which includes preparing and submitting daily, weekly, and end-of-class reports detailing trainee progress, risks, and readiness for deployment
• Conduct training needs assessments on live campaigns to identify skill gaps and performance challenges
• Collaborate with QA and Operations teams to align training with operational processes and quality standards
• Acquire deep knowledge of client products and processes to ensure training relevance
• Maintain a centralized database of training programs, materials, and records for easy access and audits
• Other tasks that may be assigned by the manager from time to time