Call Center Trainer and Recruitment Coordinator

3 months ago

Quezon City, Philippines LeadAdvisors Full time
As our Call Center Trainer and recruiting Coordinator, you will play a crucial role in the recruitment, training, and continuous development of our call center agents. Your mission is to ensure that our new hires are effectively onboarded, well-trained, and supported in their professional growth. Your experience in recruitment and training within a call center environment, coupled with your excellent communication skills and passion for talent development, will be key to your success in this role.

Key Responsibilities:
Recruitment and Onboarding:
  • Develop and implement recruitment strategies to attract top talent to our call center.
  • Post job openings, screen resumes, conduct interviews, and manage the selection process.
  • Coordinate the onboarding process, ensuring new hires are well-prepared and integrated smoothly into their roles.
Training Development and Delivery:
  • Design, update, and deliver comprehensive training programs for both new hires and existing employees.
  • Develop training materials, including manuals, guides, and e-learning modules.
  • Conduct classroom and on-the-job training sessions to equip agents with necessary skills and knowledge.
Performance Monitoring and Feedback:
  • Regularly assess the performance of call center agents through monitoring and evaluation.
  • Provide constructive feedback and additional training to ensure continuous improvement.
  • Organize and conduct mock calls to help agents practice and refine their skills.
Huddles and Team Meetings:
  • Lead daily or weekly huddles with call center representatives to share updates, address concerns, and motivate the team.
  • Facilitate team meetings to discuss performance, share best practices, and align on goals.
Collaboration and Coordination:
  • Work closely with management to identify training needs and develop appropriate training plans.
  • Collaborate with other departments to ensure training programs are aligned with company objectives.
  • Maintain open communication with agents to understand their challenges and provide necessary support.

Top 5 Tasks:Developing and Delivering Training Programs:
  • Create, update, and deliver training programs for new hires and ongoing employee development.
  • Ensure training covers company policies, customer service skills, product knowledge, and call center technology.
Recruitment and Onboarding:
  • Coordinate the recruitment process, including job postings, screening candidates, conducting interviews, and managing the onboarding process.
  • Ensure new hires are well-prepared for their roles and integrate smoothly into the team.
Performance Monitoring and Feedback:
  • Regularly monitor and assess the performance of call center agents, providing feedback and additional training as necessary.
  • Conduct mock calls to help agents practice and refine their skills.
Conducting Huddles:
  • Lead daily or weekly huddles to provide updates, share important information, and motivate the team.
  • Address any immediate issues, celebrate successes, and align the team on daily goals.
Training Material Development:
  • Develop training materials such as manuals, guides, and e-learning modules to support training sessions.
  • Provide ongoing reference materials for agents to ensure continuous learning and improvement.

Your role as the Call Center Trainer and recruiting Coordinator is vital to our success. You will ensure that our agents are not only well-trained but also motivated and equipped to provide outstanding service. We look forward to the positive impact you will bring to our team.

What We Offer:
  • Competitive salary and benefits package.
  • Opportunity to work with a dynamic and innovative team.
  • Professional growth and development opportunities.
  • A collaborative and supportive work environment.
This is an office based position, amenable to commute.

About LeadAdvisors:

Welcome to LeadAdvisors.com, where innovation meets excellence in the digital landscape. We specialize in two main areas: business process outsourcing (BPO) and digital content marketing. Our expertise in BPO allows us to handle campaigns for brands across the United States, delivering exceptional results and driving growth for our clients. In the digital space, we excel in content marketing, technical SEO, guest blogging, media outreach, conversion rate optimization, UX design, and sales funnel strategy. Our dedicated professionals tirelessly create and implement strategies that enhance our client's online presence, improve search engine visibility, and generate high-quality leads.

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