Product Trainer

4 days ago

Taguig, National Capital Region, Philippines Hexaware Technologies Phil. Branch Full time $40,000 - $80,000 per year

The primary role of the Product Trainer is to lead the team's new hire training activities. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned.

PRIMARY RESPONSIBILITIES

  • Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
  • Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.
  • Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.
  • Using trending data from Quality Assurance reports, create one-on-one or group trainings to resolve training discrepancies.
  • Evaluate client's training requirements and establish training goals/completion milestones
  • Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
  • Coordinate training activities looping in Hexaware and client stakeholders.
  • Facilitate role-playing, test, certification, and remediation.
  • If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates;
  • Work with the internal management staff to develop and facilitate motivational activities for the advisors.
  • Provide assistance in developing cross-training materials and SOPs, as required;
  • Preparation of Training Plans, and relevant Training reports and Dashboards.

Qualifications:

  • Bachelor's degree is preferred but not required.
  • Prior experience in a Customer Service/Experience catering to Inbound and Outbound domain accounts is required with good aptitude skills, reasoning, logic and problem-solving.
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.
  • Focus on quality and customer service.
  • Solid time management skills.
  • Must be able to effectively deal with people at all levels inside and outside of the Company.
  • Creative ability, writing proficiency and visual graphics design ability;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook).
  • Ability to work in multiple shifts.

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