Call Center Training and Recruitment Specialist

3 weeks ago

Quezon City, National Capital Region, Philippines LeadAdvisors Full time
Job Summary

We are seeking a highly skilled Call Center Trainer and Recruitment Coordinator to join our team at LeadAdvisors. As a key member of our call center operations, you will be responsible for developing and implementing recruitment strategies, training and onboarding new hires, and ensuring the continuous development of our call center agents.

Key Responsibilities
  • Recruitment and Onboarding: Develop and implement effective 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 to ensure 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.

We offer a competitive salary and benefits package, opportunities for professional growth and development, and a collaborative and supportive work environment. If you are a motivated and experienced Call Center Trainer and Recruitment Coordinator looking for a new challenge, please submit your application.

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