Effective Training Professional

2 weeks ago

Taguig, National Capital Region, Philippines beBeeCustomer Full time ₱800,000 - ₱1,200,000

Develop and deliver comprehensive training programs for Customer Service Representatives (CSRs) to enhance their product knowledge, customer service skills, and call handling techniques.

Job Description:

This role combines the facilitation of engaging training sessions, performance coaching, and continuous improvement to boost team productivity and customer satisfaction.

  • Training Delivery:

    - Design and execute new hire training programs that cover essential product knowledge, systems, and customer service best practices.

    - Conduct upskilling sessions for tenured agents to improve their soft skills, compliance updates, and technical expertise.

    - Utilize interactive training methods such as role-playing, e-learning, and workshops to ensure effective learning outcomes.

  • Performance Coaching:

    - Monitor trainees' progress and provide one-on-one coaching to address gaps in their knowledge and skills.

    - Collaborate with team leaders to reinforce key concepts during nesting/probation periods.

  • Evaluation & Feedback:

    - Assess the effectiveness of training programs through evaluations, mock calls, and key performance indicators (KPIs).

    - Recommend improvements to training programs based on feedback and performance trends.

  • Compliance & Process Adherence:

    - Ensure all training programs comply with relevant policies, regulations, and industry standards.

    - Stay updated on industry trends and customer service innovations to inform training strategies.

Requirements:

- **Education:** Bachelor's degree in Education, Human Resources, Communications, or a related field.

- **Experience:**

- At least 2 years of experience as a Trainer in a BPO/call center or customer service environment.

- Prior experience as a CSR/Team Leader is an advantage.

- **Skills:**

- Proficient in MS Office (PowerPoint, Excel)

- Familiarity with call center metrics (e.g., NPS, FCR, AHT).

- Excellent facilitation, public speaking, and mentoring abilities.

- Analytical mindset to assess training ROI.

Benefits:

- Opportunity to develop and implement training programs that drive business results.

- Collaborative work environment that fosters growth and innovation.

- Chance to make a positive impact on customer satisfaction and team productivity.

Others:

- **Seniority level:** Mid-Senior level.

- **Employment type:** Full-time.

- **Job function:** Training and Customer Service.

- **Industries:** IT Services and IT Consulting.

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