Customer Support Trainer

Customer Support Trainer

Work Set-up: Onsite (Cebu Exchange Tower, IT Park)

Schedule: Night Shift

Job Description:

• In your role as a Training Specialist III, you will be expected to assess the training needs of employees or clients and help develop programs that enhance their abilities and performance. Your job description typically includes the creation of educational materials, conducting seminars or workshops, and evaluating the outcomes of training sessions.
• As a Training Specialist III, you will engage directly with trainees to facilitate their skills development. This involves helping your Senior Trainer in tailoring instruction methods to suit different learning styles and objectives. Your primary goal is to foster a competent and knowledgeable workforce that can contribute effectively to the business's objectives.

Job Responsibilities:

• As a Trainer, your central role revolves around enhancing employee competencies and performance. Your responsibilities include help designing training courses, assist leading training sessions, assessing the training's impact, and providing one-on-one coaching sessions. Your goal is to ensure that the workforce is skilled, confident, and aligned with the company's policies and procedures.

Training Program Development

• Assesses Learning and Development (L&D) needs of internal and external partners and stakeholders through job analysis, appraisals, and regular consultation with Senior Trainers, Process Improvement Coordinators and Supervisors.
• Design and develop training materials, including manuals, online courses, and multimedia presentations, tailored to meet the needs of diverse learners.
• Collaborate with subject matter experts to ensure content accuracy and relevance.
• Conduct needs assessments to identify gaps in skills and knowledge across various departments.

Collaboration and Support

• Attend in most if not all strategic meetings, calibration, and departmental meetings to support the objectives and goals of operations, and the organization.
• Work closely with the Senior Trainer, HR, and department leaders to align training initiatives with organizational goals and objectives.
• Provide coaching and support to managers in identifying training opportunities for their teams.
• Stay current on industry trends and best practices in training and development to continually enhance our training offerings.

Training Delivery

• Facilitate engaging and interactive training sessions, workshops, and seminars to employees at all levels.
• Utilize various instructional techniques and formats to accommodate different learning styles and preferences.
• Monitor and assess participant engagement and understanding during training sessions, adapting methods as necessary.

Evaluation and Improvement

• Implement evaluation tools to measure the effectiveness of training programs, using feedback to make continuous improvements.
• Analyze training outcomes to determine the return on investment and impact on employee performance.
• Prepare and present reports on training metrics, highlighting successes and areas for improvement.

Mentorship and Leadership

• Mentor junior training staff, providing guidance and support in their professional development.
• Lead training projects, ensuring timely delivery and adherence to quality standards.

Qualifications:

• At least 2.5-5 years of experience in training, instructional design, or a related field.
• Prior experience as a Trainer doing Instructional Design, presenting modules, deck or org creation, etc.
• Strong knowledge of adult learning principles and instructional design methodologies.
• Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively.
• Proficiency in using learning management systems (LMS) and other training technologies.