Job Summary
The Trainer is responsible for delivering training for programs, including new hire training, product knowledge, and process updates. This role ensures agents are equipped with the necessary skills to meet performance metrics and client expectations while supporting continuous learning and development across different accounts.
Job Description
The Trainer will be responsible for delivering effective training sessions for new hires and existing employees, ensuring they acquire the knowledge, skills, and competencies required to meet client and company standards. This role involves facilitating product training, process updates, and skill development programs while working closely with operations and quality teams to improve agent performance. The Trainer will also monitor trainee progress, evaluate training effectiveness, and continuously enhance training materials to support various accounts and programs.
Key Responsibilities:
- Conduct training sessions for new hires and existing employees.
- Develop training materials and presentations.
- Assess training needs and identify skill gaps.
- Monitor trainee progress and provide feedback and coaching.
- Evaluate the effectiveness of training programs and recommend improvements.
- Maintain training records and reports.
- Ensure training programs align with company policies and goals.
Qualifications:
- At least 12 years of experience in a BPO or contact center environment.
- Experience in training, coaching, mentoring, or team leadership is preferred.
- College level is welcome; a bachelor's degree is an advantage but not required.
- Strong communication, facilitation, and presentation skills.
- Ability to coach and develop agents to improve performance.
- Experience in handling product training, process training, or soft skills training is a plus.
- Ability to manage multiple accounts or programs and adapt training materials accordingly.
- Proficient in Microsoft Office, presentation tools, and virtual training platforms.
- Strong organizational, time management, and problem-solving skills.
- Willing to work in on-site (Robinsons Cybergate 2, Mandalagan, Bacolod City) and support shifting schedules if required.
Skills:
- Training and facilitation
- Communication and interpersonal skills
- Coaching and mentoring
- Organization and time management
