Universal Trainer

3 days ago

Makati City, National Capital Region, Philippines Peak Outsourcing, Inc. Full time $104,000 - $130,878 per year

JOB SUMMARY

Provide a high level of training and development service to the company and its clients specifically on instructional design (i.e. TNA, curriculum development, continuous TQA process improvement, and post-training evaluations), and on corporate and leadership development program facilitation; ensuring employees are fully equipped with the necessary competencies and work values that will help them to highly perform, thereby helping the company achieve its strategic objectives.

Minimum 1-2 years of training and development experience is required.

High school education level is required.

Role and Responsibilities

  • Delivers training courses.
  • Training Needs Analysis - Using the QA performance, trending data & other sources of data.
  • Conducts assessment to measure retention and understanding.
  • Utilizes solid analytical and decision-making skills to assess performance trends and learning needs.
  • Identifying training needs by evaluating strengths and weaknesses.
  • Prepares training plans and agenda.
  • Maintains a database of all training materials
  • Instructs employee training and onboarding
  • Review employee performance and learning
  • Develops or oversees the production of classroom handouts, instructional materials, aids, and manuals. Test and review created materials.
  • Prepares and facilitates product knowledge tests.
  • Coordinates with other departments for process implementations/improvements.
  • Provides support to other departments with training-related needs.
  • SBS (Side by side) with agents to evaluate performance
  • BPO or call centre industry experience is required.
  • Update courses
  • Refresher courses
  • Skill Enhancement courses
  • Call or Chat Time as part of continuous application and exposure for training purposes
  • Cover if there is a surge of chats or calls
  • Coaching and feedbacking
  • Motion Study
  • Mock calls or call simulations

INSTRUCTIONAL DESIGN

Designs and develops Targeted Learning Solutions to close Identified Gaps; strengthening Organizational Capabilities and ensuring that the Organization meets or exceeds its Performance Targets and Business Goals.

Instructional design certification or formal training is preferred.

TRAINING AUDITS / PROGRAM EVALUATION

Oversees and audits the end-to-end execution and evaluation of all account-specific training, continuous learning sessions, individual/group coaching sessions, etc.

Preferred Skills

  • Excellent oral, written, and interpersonal communication skills
  • Experience persuading audience and front-line employees to support new initiatives
  • Exceptional listening skills
  • Problem-solving skills
  • Excellent ability to identify and analyze data for trends
  • Experience in providing performance feedback
  • Excellent time management
  • Ability to multitask and perform in a constantly changing environment
  • Experience managing and driving team calibration to QA requirements
  • Strong organisational, planning, and prioritisation skills
  • Capacity to present oneself professionally in public

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