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Trainer (US Based Client)

2 hours ago

Eastwood Metro Manila, Philippines INTELASSIST INC. Full time

Employment Type: Full-Time Employment

Work Setup: Hybrid Setup (One month Onsite, followed by a Hybrid Setup)

Work Schedule: Night Shift (Following U.S. Eastern Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: Up to 40,000 PHP/Monthly

Key Responsibilities:

Training Delivery

  • Conduct new hire training programs, including product knowledge, systems navigation, customer service skills, and company policies.
  • Facilitate refresher training sessions to improve agent performance and address knowledge gaps.
  • Deliver training in a way that is engaging, interactive, and suited to different learning styles.

Training Preparation

  • Develop, update, and maintain training materials, manuals, and job aids.
  • Customize training modules based on client requirements, process updates, and business needs.
  • Ensure training content is aligned with quality standards, KPIs, and company objectives.

Coaching & Development

  • Monitor trainees' progress during nesting or on-the-job training.
  • Provide one-on-one coaching, mentoring, and feedback sessions.
  • Identify individual and team strengths and areas for improvement, then create action plans for development.

Evaluation & Reporting

  • Assess trainees through tests, role plays, simulations, and live call monitoring.
  • Track and report training results, trainee performance, and program effectiveness to Training & Quality leadership.
  • Recommend changes to improve training methods and curriculum.

Collaboration

  • Partner with Operations, Quality, and Workforce teams to ensure training supports business goals.
  • Work with subject matter experts (SMEs) to incorporate process updates into training.
  • Support the implementation of new tools, products, or processes through proper training.

Administrative Duties

  • Maintain attendance, performance, and assessment records of trainees.
  • Prepare and submit training reports on schedule.
  • Ensure training facilities, equipment, and resources are ready and functional before sessions.

Other Responsibilities

  • Stay updated on industry best practices and call center trends.
  • Support initiatives to improve employee engagement and retention through learning and development.
  • Act as a role model by demonstrating professionalism, customer service excellence, and adherence to company values.
Qualifications:
  • Proven track record of reliability and professionalism.
  • Minimum of 2 years of Sales experience.
  • Background in Sales Project Certification is an advantage.
  • At least 2 years of experience as a Trainer.
  • Ability to create training materials from scratch.
  • Skilled in preparing trend analysis reports for training classes.
  • Capable of facilitating both new hire and tenured agent training sessions.
  • Proficient in Microsoft Office tools.
  • Strong communication skills, with the ability to effectively engage with both clients and operations teams.

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region's finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients' unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings.

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.