Trainer
Location: Alabang, Muntinlupa City (Full Onsite eClerx Manila)
Job Summary:
The Trainer will be responsible for designing, delivering, and continuously improving training programs for Technical Support with Sales agents. This role ensures that agents are equipped with the knowledge, skills, and tools to provide exceptional technical support while driving sales performance.
Key Responsibilities:
- Conduct onboarding, nesting, and ongoing training sessions for new and existing agents
- Develop training materials, modules, and job aids aligned with client requirements and eClerx standards
- Deliver technical support and sales coaching to enhance agent performance
- Partner with Operations and Quality teams to identify knowledge gaps and implement training solutions
- Monitor training effectiveness through assessments, feedback, and performance metrics
- Maintain up-to-date knowledge of client products, services, and processes
- Support Team Leaders in coaching and developing their teams
- Facilitate workshops and refresher courses as needed to ensure consistent quality and sales performance
Required Qualifications:
- Bachelor's degree preferred; College-level with relevant experience accepted
- Minimum of 23 years BPO experience, preferably in Technical Support and/or Sales
- Experience in training, coaching, or knowledge management
- Strong presentation, communication, and facilitation skills
- Ability to design and deliver engaging learning programs
- Analytical mindset to assess training effectiveness and performance metrics
Core Competencies:
- Strong communication and interpersonal skills
- Coaching and mentoring capability
- Content development and instructional design skills
- Ability to motivate and engage learners
- Problem-solving and feedback delivery
Work Arrangement:
Full Onsite Alabang, Muntinlupa City (Aeon Prime Tower / Northgate Cyberzone)
