Operations Trainer

3 days ago

Ortigas Metro Manila, Philippines Enshored Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Trainer Functional Responsibilities

Planning and Preparing

  • Prepare materials, resources, and an agenda for training delivery.

  • Reviews, evaluates, and modifies (if necessary) the training curriculum.

Training Delivery

  • Provides clear instructions using a variety of techniques and activities.

  • Enforces attendance and adherence of trainees.

  • Maintains a positive learning environment.

  • Evaluates learning and mastery of process/skills.

  • Provides feedback and guidance to trainees.

  • Enforces company rules and policies.

Training Reports

  • Completes daily, weekly, and end-of-training reports.

  • Tracks and manages the performance of the class.

  • Send the hand-off/endorsement file to Operations.

Needs Analysis

  • Recommends changes to curriculum/activities based on observations during the training delivery.

  • Measures the effectiveness of training using various feedback methods – FGD, interviews, and surveys that will lead to the enhancement of training resources/materials.

  • Partner with QAs to determine the areas of opportunity for the trainee's performance.

  • Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs.

  • Recommends training initiatives/projects to support Ops in meeting/exceeding KPIs/metrics.

  • Develop action plans to address opportunities.

Performs QA

  • Attends calibration sessions.

  • Reads all new processes and procedures provided by the client/Ops.

  • Receives refresher training/T3 as necessary.

  • Participates and contributes to a continuous learning culture by maintaining engagement on change management, product

and service releases, policies, processes, and procedures.

Others

  • Supports all areas of account operations to provide knowledgeable, competent, and motivated trainees.

  • Maintains training materials to ensure documentation is current and relevant.

  • May contribute to the design and development of training materials.

  • Other tasks assigned by the Supervisor and/or Manager.

Minimum Requirement Qualifications:

  • At least two years of experience in developing and facilitating process training, or any equivalent combination of education, training, and experience that provides the requisite knowledge, skills, and abilities for this job.
  • Knowledge of training needs analysis.
  • Proficiency with all Microsoft Office and/or Google Suite applications.
  • Demonstrates problem-solving and decision-making skills in dynamic environments.
  • Proven ability to coach or teach, and guide the development process of agents.
  • Demonstrates strong written and verbal communication skills; is comfortable delivering presentations to a wide range of audiences.
  • Must be able to work autonomously and balance multiple programs/accounts simultaneously.

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