Product Trainer

Employment Type:
Full-time/Permanent

Location:
Full On-site

Department:
Philippine Contact Center Support Team

Reports To:
PCST Team Leader

The Philippines Contact Center Support Team (PCST) manages the service quality of two outsourcing partners in the Philippines that handle calls for LG Electronics. The partners, Foundever and Alorica, respond to calls from LG Electronics customers in the United States, Canada, Australia, and the United Kingdom. To address gaps in training, management, operations, and monitoring caused by the geographical distance between these countries and the Philippines, LGE Headquarters established the PCST under LGEPH. The PCST is composed of a small group of experts that actively identify and improve service processes requiring quality enhancements in alignment with the headquarters' strategy.

About the Role:

This position plays a crucial role in training and evaluating trainers from partner companies, ensuring the effective delivery of training programs to enhance their skills in product knowledge and teaching methods. The role involves planning and conducting training sessions, both for trainers and occasionally for agents, with a focus on improving training competence and teaching effectiveness. The position also includes managing and improving training materials, addressing content issues, and implementing improvements identified through the training process. The goal is to elevate the quality of training to ensure both trainers and agents are well-equipped to deliver high-performance results. Additionally, the role requires close collaboration with internal teams to ensure continuous updates and improvements in training content.

Responsibilities:

• Design and implement training programs to enhance partner company trainers' skills.
• Set training schedules, KPIs, and evaluation methods using tools like Side Barge and Screen Record Monitoring.
• Lead training sessions for trainers and, when needed, provide direct training to agents.
• Assess training outcomes by evaluating knowledge retention and job performance.
• Analyze results to optimize future training initiatives.
• Create, update, and improve training and counseling materials for the contact center, ensuring they reflect the latest product information and best practices.
• Identify areas for improvement in existing content and training methods to enhance agent performance.
• Conduct effective training sessions for contact center agents, ensuring understanding of product features and customer service techniques.
• Provide ongoing mentorship and support to agents, fostering a continuous learning environment.
• Work with cross-functional teams to gather feedback and ensure training content aligns with business needs.
• Communicate updates to stakeholders to keep training materials current.
• Monitor and analyze training effectiveness, providing insights and recommendations for improvement.

What We're Looking For:

• Bachelor's degree in education, Communication, Business, or any related field.
• Minimum of 3 years of experience in training, preferably in a call center environment or product training.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Strong communication and presentation skills, with the ability to convey complex information clearly and effectively.
• In-depth knowledge of LG TV products, refrigerators, and washing machines.
• Strong understanding of product troubleshooting and repair techniques.
• Proficiency in using and teaching call center software and other operational tools.
• Experience in video content production is a plus.
• Relevant certifications in product training, customer service, or similar fields.
• Proactive and self-motivated with a passion for teaching and helping others succeed.

Why Join Us?
We believe in fostering a culture of innovation, collaboration, and growth. As part of our team, you'll have the opportunity to work with cutting-edge technology and a diverse group of talented professionals. We offer competitive compensation, continuous learning opportunities, and a work environment that values your ideas and contributions.

Ready to Take the Next Step?
Apply today and be a part of something bigger. We don't just build careers; we build futures.