Training Analyst

Job Brief

Overview

The Training Analyst plays a pivotal role in molding employee performance and development throughout the organization. Working with Operations, this position ensures training initiatives align with the company\'s strategic objectives, enhancing employee efficiency, optimizing processes, and enriching customer interactions. By fostering collaboration and providing corrective training as needed, the Training Analyst cultivates morale and drive among employees to amplify the company\'s prosperity.

Responsibilities Facilitation

• Conduct training sessions and workshops for employees.
• Facilitate discussions and activities to enhance learning and skill development.

Instructional Design

• Demonstrates effective strategy in conducting Training Needs Analysis.
• Design training materials, presentations, and activities.
• Ensure content is engaging, informative, and aligned with learning objectives.

Performance Improvement

• Continuously monitor the performance of agents on the floor based on campaign requirements and KPIs.
• Provide tailored feedback to address identified performance gaps and optimize outcomes.

Performance Coaching

• Conduct regular one-on-one feedback sessions with agents to discuss their performance, strengths, and areas needing improvement.
• Provide encouragement, motivation, and support to help agents overcome challenges and stay focused on achieving performance goals.

Capability Development

• Assess individual training needs and skill gaps.
• Develop tailored training plans to enhance employee capabilities.

Compliance and Reporting

• Ensure training programs comply with relevant policies and regulations.
• Maintain accurate records of training activities and outcomes for reporting purposes.

Quality Assurance

• Monitor the quality of training delivery and content.
• Implement improvements to enhance the effectiveness of training programs.

Collaboration and Communication

• Collaborate with Operations and other stakeholders to align training initiatives with organizational goals.
• Communicate effectively with employees to ensure understanding of training objectives and expectations.

Professional Development

• Continuously improve facilitation and instructional design skills through professional development activities.

Qualifications

• Bachelor\'s degree in a 4- or 5-year program
• Proven experience in training and development, preferably in a customer service or call center environment.
• Excellent communication skills, both verbal and written, with proficiency in grammar and accent neutralization.
• Strong interpersonal skills with the ability to build effective relationships at all levels of the organization.
• Demonstrate strong business acumen by delivering measurable results through training deliverables.
• Exhibit leadership abilities and a proactive approach to problem-solving.
• Show reliability and dependability by consistently meeting training session schedules, deadlines, and stakeholder commitments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Experience with learning management systems and other training tools/software is a plus.

About SVC

Select VoiceCom is an American and Australian-owned company providing call center services. Our goal is to deliver first-class service to clients while maintaining a great work environment for employees. We want all employees to proudly say, "I work at Select VoiceCom, and think it\'s a great place to work" The owners and managers care about employees and listen to their feedback. All company decisions consider how they affect employees and what can be done to benefit them.

If you are considering a move or want to build a new career with opportunities to learn and grow, apply at Select VoiceCom today and join the growing SVC family. You won\'t regret it

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Benefits

• Medical/Dental coverage (HMO) after 1 month, with free HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of Php5,000 for referring friends and relatives
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outings
• Free coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park
• Terms and conditions apply

How to apply

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.

What to prepare:

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID

or Quick apply online If shortlisted, our recruitment team will contact you within 1-7 working days. Only shortlisted candidates will receive a phone call for an interview between 8AM-11PM (Monday-Friday).

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