Trainer

Designing Training Modules

● Study the scope, methods, processes and tools necessary to perform the job

● Research appropriate techniques to help efficiently perform the task

● Design training modules and prepare exercises, exams and activities

● Participate in constantly improving training curriculum by evaluating and updating modules and other training materials

● Conduct Post Training Reviews for all New Hire classes handled and provide insights and recommendations

Facilitating Product Training

● Discuss program procedures and processes to new hires

● Present necessary audio-video presentation, charts, recordings

● Administer exercises, written exams and call simulations and practical tests

● Organize class, groups and one-on-one activities for lesson retention

● Recognize and reward satisfactory and outstanding performers

● Address general inquiries, complaints and resolve trainees issues

● Implement Stellar culture and policies

Mentoring and Maximizing the Learning Process

● Evaluate trainee performance and progress through daily and weekly assessments

● Facilitate and evaluate Mock Call assessments that mirror live scenarios

● Attain coaching certification for trainee performance management

● Create individual action and developmental plan

● Coach trainees on areas of improvement and provide feedback

● Monitor employee compliance to company policies

Record Keeping, Maintenance and Administrative Tasks

● Prepare training materials, workstations, venue and other necessary tools and equipment

● Document, update and maintain accurate statistical record of class performance and progress

● Report accurate documentation of daily headcount, performance and progress

● Perform administrative tasks such as track trainee daily time record

Providing Support to Operations

● Secure operations certification for agent and supervisor level live calls or tasks for all lines of businesses supported

● Take agent live calls or tasks, as well as supervisor tasks and other escalations

● Provide floor and AHOD support, should it be necessary

Facilitating Refresher and Corporate Training Programs

● Discuss updates, revisions and developments regarding a specific job/program

● Facilitate corporate trainings as assigned by Training TL

Effective Communication and Coordination

● Coordinate with Recruitment for trainee data and information

● Coordinate with Administrative Officers for training venues, equipment, meals, etc

● Coordinate with Recruitment and Operations Departments for calibration purposes

● Coordinate with IT Department for technical issues

● Coordinate with QA or TL during Nesting/Academy Bay

● Respond to trainee inquiries and concerns

Other

● Complete tasks delegated/assigned by the Learning & Development Assistant Manager or Senior Training Manager

● Perform other reasonable duties, as required

Qualifications:

● At least 2-3 years of related experience as a facilitator/trainer in a call center environment

● Knowledge in adult learning

● Knowledge in curriculum development and training design

● Presentation skills

● Planning and Organizing

● Excellent verbal and written communication

● Proficiency in basic computer applications

● Adaptability and Flexibility

● Must be amenable to work in Magallanes, Makati