Trainer (BPO, Onsite)

ABOUT US:

We are a Consulting Services, and Business Process Outsourcing (BPO) company specializing in providing BPO Operations, Operations Management, Process Engineering and Innovation, and Cost Optimization solutions to clients in the Customer Services industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

JOB DESCRIPTION:

The primary function of the Call Centre Trainer is to deliver best in class training to all Key Stakeholders within Partner Call Centres.

The Call Centre Trainer is responsible for the effectiveness, productivity, retention and satisfaction, through high level product & sales training and support, where required. The Call Centre Trainer will also undertake in field execution where necessary, which could include displays, training and delivery of specialized content.

The Call Centre Trainer is responsible for the effectiveness, productivity, retention and satisfaction, through high level product & sales training both on the job and in centres as well as at specialized training events.

DUTIES AND RESPONSIBILITIES:

Account Management – Call Centres

• Create and maintain relationships with offshore Partner Call Centres

L&D Program – Design & Delivery

• Planning and delivering the optimum sales environment for call centre and online

• Identifying deficiencies in skills among centres managed and works to improve capabilities through coaching, development and training

• Ensuring continuous improvement by evaluation and reporting on L&D programs

• Ensuring high quality of work through consistent review and feedback implementation with Line Manager

• Design and create engaging presentations as required

• Liaise with L&D Specialist team and Creative Unit, providing insight and feedback on training delivery methods

• Assist in the adequate resourcing of all initiatives through reporting of events and activities to ensure accurate resourcing can be facilitated

Event Planning & Execution

• Building training/session plans for requested events/initiatives

• Attend and support events as required

Stakeholder Support

• Supporting respective team members through providing observations and feedback, learning from each other to ensure best practice

• Partnering with key internal stakeholders and external parties to determine, craft and execute plans to meet business objectives

• Engage with external agencies on learning programs to upskill teams

QUALIFICATIONS:

• 2 or more years of experience in Learning & Development or related field, specializing in facilitation and development

• Experience in Training Customer Service Teams and coaching on selling and experience techniques

• Certification in Training and Assessment is preferred

• Experience in contact centre supporting/servicing an Australian client/account is preferred

• Proven passionate sales background with a drive to create best in class customer experiences

• Proven ability to extract and translate technical information into appropriate language for the target audience

• High level time management skills and the ability to work to critical deadlines are imperative

• Presentation experience to groups of 50 or more

• Project management and design experience

• Worked in a retail/sales environment with complex or technical products

• Worked with a large number of stakeholders external to their employers on joint plans/strategies

• High level time management skills and the ability to work to critical deadlines

Skills and Capabilities:

• Demonstrated experience in negotiation and communication skills

• Retail Consumer Electronics products, particularly Telecommunications and I.T.

• The principles, training methods, and techniques used in training / adult learning / education

• Advanced understanding and knowledge of Microsoft PowerPoint, Excel and Word

• Excellent English communication skills, both written and spoken

• Self-driven, results-oriented with a positive outlook and a clear focus on high quality training

• Outgoing, confident, yet respectful and grounded attitude

• Focused and passionate

• Excellent persuasion ability, yet credible

• A natural forward planner who critically assesses own performance

• Deliver professional verbal and non-verbal communication

• Mature, credible, and comfortable in dealing with senior company executives

• Reliable, tolerant, and determined

• Empathic communicator, able to see things from the other person's point of view

• Well-presented and businesslike

• Sufficiently mobile and flexible to travel up to a few days a month within country of employment

• Keen for new experience, responsibility and accountability

• Able to get on with others and most importantly to be a team-player

• Mature and domestically secure

• Able to commute reliably to office base

• Able to work extended hours on occasions when required

• Must high levels of time management skills and organization

• Must feel comfortable presenting in front of large audiences

• Own registered vehicle and driver’s license

Ability to:

• Communicate effectively

• Plan, execute and follow up on outstanding tasks

• Work well with others while pursuing a common goal

• Organize Events and Activations

• Be creative and offer alternative and creative options when things don’t go per plan – problem solving

• Instruct others in a classroom style setting

• Work cooperatively with other internal & external parties

• Create and refine engaging presentations

• Excite others via their passion for our products

• Work autonomously without supervision

• Translate analysis and insights into a plan and actions

• Effectively prioritize and manage multiple competing project demands

OTHER QUALIFICATIONS:

• Willing to work onsite in Pasig City, Metro Manila

• Ability to start immediately is highly advantageous