Trainer (U.S Based Client)

2 weeks ago

Eastwood Quezon City, Philippines Intelassist Full time ₱1,200,000 - ₱2,400,000 per year

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.

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.

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