Trainer (U.S Based Client)
Trainer (U.S Based Client)
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1 Vacancy
Job Description
Employment Type: Full-Time Employment
Work Setup: Hybrid Setup (One month Onsite followed by a Hybrid Setup)
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood Libis Quezon City
Salary Package: Up to 40000 PHP/Monthly
Key Responsibilities:
Training Delivery
- Conduct new hire training programs including product knowledge systems navigation customer service skills and company policies.
- Facilitate refresher training sessions to improve agent performance and address knowledge gaps.
- Deliver training in a way that is engaging interactive and suited to different learning styles.
Training Preparation
- Develop update and maintain training materials manuals and job aids.
- Customize training modules based on client requirements process updates and business needs.
- Ensure training content is aligned with quality standards KPIs and company objectives.
Coaching & Development
- Monitor trainees progress during nesting or on-the-job training.
- Provide one-on-one coaching mentoring and feedback sessions.
- Identify individual and team strengths and areas for improvement then create action plans for development.
Evaluation & Reporting
- Assess trainees through tests role plays simulations and live call monitoring.
- Track and report training results trainee performance and program effectiveness to Training & Quality leadership.
- Recommend changes to improve training methods and curriculum.
Collaboration
- Partner with Operations Quality and Workforce teams to ensure training supports business goals.
- Work with subject matter experts (SMEs) to incorporate process updates into training.
- Support the implementation of new tools products or processes through proper training.
Administrative Duties
- Maintain attendance performance and assessment records of trainees.
- Prepare and submit training reports on schedule.
- Ensure training facilities equipment and resources are ready and functional before sessions.
Other Responsibilities
- Stay updated on industry best practices and call center trends.
- Support initiatives to improve employee engagement and retention through learning and development.
- Act as a role model by demonstrating professionalism customer service excellence and adherence to company values.
Qualifications:
- Proven track record of reliability and professionalism.
- Minimum of 2 years of Sales experience.
- Background in Sales Project Certification is an advantage.
- At least 2 years of experience as a Trainer.
- Ability to create training materials from scratch.
- Skilled in preparing trend analysis reports for training classes.
- Capable of facilitating both new hire and tenured agent training sessions.
- Proficient in Microsoft Office tools.
- Strong communication skills with the ability to effectively engage with both clients and operations teams.
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
Employment Type
Full-Time
