Training Specialist

Overview

The Training Specialist offers expertise in critical customer service domains such as sales, technical support, customer engagement, and account management. This role is primarily responsible for end-to-end training, requiring deep knowledge in customer profiling, negotiation, sales closure, and proficiency with tools, software, and hardware applications. They excel in adult learning principles, conflict resolution techniques, facilitation skills, and content design strategies. By leveraging these competencies, they design and deliver targeted training programs that address business challenges, drive strategic objectives, and equip employees with specialized skills for enhanced efficiency, innovation, and competitive advantage. Their ability to create engaging training materials, facilitate interactive learning experiences, and resolve conflicts within training sessions amplifies impact and fosters continuous improvement across key business areas.

• Facilitation: Show proficiency in adult learning principles to address varied training requirements, foster participant involvement, promote self-directed learning, and adapt to diverse learning preferences.
• Facilitation: Conduct specialized training sessions in areas such as sales, technical support, or leadership development, drawing on deep expertise.
• Facilitation: Employ advanced facilitation methods to actively engage participants and optimize learning results.

• Instructional Design: Demonstrate proficiency in conducting Training Needs Analysis to guide strategic decision-making.
• Instructional Design: Design customized training programs tailored to specific business needs and objectives.
• Instructional Design: Integrate advanced instructional design principles to develop compelling and impactful learning journeys.

• Performance Improvement: Consistently track agent performance, aligning with campaign needs and KPIs.
• Performance Improvement: Analyze performance metrics to identify improvement opportunities in specific domains.
• Performance Improvement: Create precise interventions to enhance performance outcomes.

• Performance Coaching: Conduct regular one-on-one feedback sessions with agents to discuss performance, strengths, and areas for improvement.
• Performance Coaching: Provide encouragement, motivation, and support to help agents overcome challenges and achieve goals.
• Performance Coaching: Provide leadership coaching to managers and team leaders to support and develop their teams.

• Capability Development: Develop advanced training materials and resources to build expertise in specialized areas.
• Capability Development: Provide personalized coaching and support to enhance capabilities.
• Capability Development: Demonstrate commitment to continuous improvement and stay abreast of industry trends; propose targeted training initiatives to tackle workplace challenges.

• Compliance and Reporting: Ensure training programs comply with industry regulations and standards.
• Compliance and Reporting: Generate detailed reports on training outcomes and impact on business performance.

• Quality Assurance: Implement rigorous QA measures to ensure accuracy and effectiveness of training content and delivery.
• Quality Assurance: Continuously evaluate and refine training programs to maintain high standards of quality.

• Collaboration and Communication: Collaborate with cross-functional teams to integrate training initiatives into broader organizational strategies.
• Collaboration and Communication: Communicate effectively with stakeholders to align training objectives with business goals.

• Professional Development: Stay at the forefront of industry trends and advancements; pursue ongoing professional development to enhance skills in specialized domains.

• Bachelors degree or equivalent (4- or 5-year course).
• Preferably at least 3 years of training or teaching experience in the Contact Center industry or equivalent for a designated customer base.
• Extensive experience in customer service, leadership training, and quality assurance.
• Strong business acumen with demonstrated ability to deliver tangible, measurable results through training initiatives that link objectives to business outcomes.
• Experience with learning management systems and proficiency in Microsoft software or Google Workspace.
• Proven track record designing and delivering specialized training programs that drive business results.
• Ability to collaborate with cross-functional teams and build relationships with stakeholders across the organization.
• Demonstrated leadership abilities and proactive problem-solving approach.
• Reliable and punctual in adhering to training schedules, deadlines, and stakeholder commitments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Select VoiceCom is an American and Australian-owned company providing call center services. We aim to provide first-class service while maintaining a great work environment. We invite you to apply and join the growing SVC family.

• Medical/Dental coverage after 1 month; HMO coverage for a dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Referral incentives
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Team-oriented environment
• Quarterly team outings
• Free coffee and hot chocolate
• Office in Cebu IT Park

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday, 9:00 AM–9:00 PM.

What to prepare:

• Updated e-copy of your resume
• Pen
• ID

Quick apply online. If shortlisted, our recruitment team will contact you within 1–7 working days. Due to high volume, only shortlisted candidates will be contacted for an interview.