Process Trainer

1 day ago

Cebu City, Central Visayas, Philippines EXL Service Philippines, Inc. Full time ₱900,000 - ₱1,200,000 per year

Overview:

Responsible for designing, developing, and delivering training programs to educate employees on specific business processes, tools, and best practices. The main goal is to ensure that team members are equipped with the necessary skills and knowledge to perform their jobs effectively and efficiently. The role allows working with various departments to understand the process, and design training sessions and tailor it with the team's needs.

Responsibilities:

  • Training Program Design & Development: Develop comprehensive training programs that align with the organization's goals, business processes, and performance metrics.
  • Delivering Training Sessions: Conduct training sessions (in-person or virtual) for new hires, existing employees, and managers on specific processes, tools, and systems.
  • Process Improvement: Analyze existing processes and identify areas for improvement based on employee feedback and business performance and collaborate with department heads and process owners to streamline processes and incorporate updates into training programs.
  • Monitoring & Evaluation: Assess the effectiveness of training through feedback, assessments, and post-training evaluations. Monitor employee performance and productivity and provide continuous support and clarification to employees after training sessions, offering further coaching if needed.
  • Documentation & Reporting: Maintain records of training activities, attendance, and outcomes to track progress and compliance. Prepare reports for management that detail the effectiveness of training programs, employee performance improvements, and areas requiring further development.
  • Ongoing Learning & Development Stay up-to-date on industry trends, new technologies, and best practices in training and process management. Continuously improve training techniques and materials to ensure that they remain current and effective.
  • Onboarding Support: Provide onboarding training to new hires, ensuring they understand the company's processes and tools from day one.
  • Collaboration with Stakeholders: Collaborate with department leaders, managers, and HR to identify specific training needs and performance gaps within teams. Work closely with process owners to understand how processes are evolving and how training programs should be adjusted accordingly.

Qualifications:

  • At least 2nd year completed in college with no back subjects.
  • At least 2 years' BPO experience.
  • At least 2 years' Experience as a Customer Service Voice Process Trainer

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