Training Officer
Training Officer
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Training Officer
Job Summary:
We are seeking a Training Officer to develop implement and oversee training programs for our customer service teams. This role will focus on equipping employees with the skills and knowledge needed to handle calls effectively improve customer retention and enhance service quality. The ideal candidate will have experience in training coaching and performance evaluation in a call center or customer service environment.Duties and Responsibilities:Training & Development:
- Design and deliver training programs on customer interactions customer service techniques retention strategies and product knowledge.
- Conduct onboarding training for new hires ensuring they understand company policies procedures and best practices.
- Develop training materials including manuals presentations and elearning modules.
- Monitor and assess trainees progress through assessments roleplaying and call evaluations.
- Provide ongoing coaching and refresher training to improve performance and meet business objectives.
- Stay updated on industry trends and incorporate best practices into training programs.
Performance Support & Coaching:
- Listen to live and recorded calls to identify training needs and areas for improvement.
- Conduct oneonone coaching sessions to help employees improve customer handling retention techniques and call resolution skills.
- Work closely with team leads and managers to address performance gaps and recommend training solutions.
- Track and analyze employee performance data to measure training effectiveness.
Operational Training Support:
- Ensure employees are wellprepared to handle inbound calls related to new consumer enrollments cancellations password resets product inquiries identity authentication and billing issues.
- Train teams on outbound call techniques to assist with affiliate signups agreementgenerated leads and new customer walkthroughs.
- Support the achievement of key performance goals such as retention rates and outbound call targets through effective training strategies.
100 WFH
13th Month Pay
Government Benefits (SSSPAGIBIGPHILHEALTH)
20 Premium Pay
Vacation and Sick Leave
Healthcare Insurace
Employment Type
Full Time
