Foundation Specific Trainer

Position Description:

The Foundation Specific Trainer Service Consultant is responsible for onboarding developing and upskilling CGI Partners to be equipped with the knowledge and skills to deliver exceptional customer experiences. This role designs and delivers training programs evaluates learning outcomes and collaborates with team leaders and managers to align training with operational and business objectives. The Foundation Specific Trainer plays a key role in improving agent performance knowledge retention and overall service efficiency.

In addition the Foundation Specific Trainer is responsible for delivering training related to CGI Values Culture Communication and Behavioral skills ensuring that agents embody CGIs culture and demonstrate effective interpersonal and professional behaviors in their roles.

Your future duties and responsibilities:

Your main responsibilities asFoundation Specific Trainer Service Consultantare but not limited to the following:

Training Program Development
. Design develop and update onboarding and ongoing training materials for CGI Partners.
. Create engaging content including presentations manuals e-learning modules and simulations.
. Ensure training materials reflect current processes tools ITIL/ITSM best practices and company policies.

Training Delivery
. Conduct classroom virtual and one-on-one training sessions for new hires and existing staff.
. Deliver refresher courses and skill-enhancement programs to improve agent performance.
. Facilitate knowledge transfer sessions during new technology rollouts or process changes.

Performance Monitoring & Assessment
. Assess trainee knowledge and skills through tests evaluations and observation.
. Provide constructive feedback to agents and managers based on performance assessments.
. Collaborate with QA and team lead to identify learning gaps and targeted training needs.

Collaboration & Stakeholder Engagement
. Work closely with L&D Recruitment QA teams and HR to align training with operational objectives.
. Participate in planning sessions for new tools processes or training initiatives.
. Support continuous improvement initiatives by recommending updates to training programs.

Reporting & Documentation
. Maintain accurate records of training activities attendance and outcomes.
. Prepare reports and dashboards to track training effectiveness knowledge retention and skill development.
. Update training materials and documentation based on feedback process changes or industry updates.

These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time as necessary.

Other responsibilities include:
. Collaborating with local management colleagues and clients at all levels to ensure that deliverables meet customer satisfaction.
. Adhering to established escalation procedures.
. Arriving on time for scheduled shifts and breaks assigned by the people manager.
. Supporting team members in addressing training needs including planning coordinating and facilitating sessions as directed by the Learning and Development team or Training Manager.
. Informing the people manager about planned or unplanned leaves according to the engagements policies:
- Vacation leave: Provide notice at least 2 weeks in advance of the planned leave date.
- Sick leave: Notify at least 3 hours before the shift starts.
- When using sick leave inform the team lead (or higher-ranked manager) via a mobile phone call within the specified lead time.
. Maintaining quality standards in accordance with agreed metrics.
. Ensuring that any quality deficiencies are addressed promptly within your function.
. Submitting required service delivery reports.
. Providing feedback to the people manager if potential issues arise.
. Offering feedback to the manager on potential process improvements.
. Attending scheduled meetings as required.

Skills Knowledge and Capabilities:

Training and Facilitation Skills
. Experience in designing and delivering training programs including classroom-based virtual and webinar training.
. Knowledge of adult learning principles and instructional design methodologies.
. Ability to engage trainees and create an interactive learning environment.
. Skill in providing constructive feedback and coaching to help trainees improve their performance.

Communication Skills
. Excellent written and verbal communication skills.
. Clear and concise written communication skills for preparing training materials manuals and documentation.
. Active listening skills to understand the needs and challenges of trainees.
. Ability to adapt communication style to different audiences including both technical and non-technical staff.

Problem-Solving Skills
. Capacity to address training challenges and adapt training strategies as needed.
. Ability to identify gaps in trainees knowledge or skills and develop targeted training interventions to address them.
. Skill in troubleshooting training-related issues and finding creative solutions.

Customer Service Skills
. Understanding of customer service principles and best practices.
. Ability to instill a customer-centric mindset in trainees and emphasize the importance of delivering excellent customer service.
. Skill in role-playing and scenario-based training to simulate real-life customer interactions.

Organizational Skills
. Ability to plan and organize training sessions including scheduling logistics and resource management.
. Time management skills to ensure that training activities are completed within deadlines.
. Attention to detail in tracking training progress and documenting training outcomes.

Data Visualization and Reporting Tools
. Proficiency with Excel and PowerPoint (pivot tables charts formulas dashboards).
. Ability to create standardized reports for management on training outcomes and FST performance.
. Ability to use data to evaluate the ROI of training programs and suggest improvements.

Required qualifications to be successful in this role:

Education:
. At least a vocational Diploma Short Course Certificate Undergraduate or Bachelors/College Degree in any field.

Experience:
. Minimum of 2 years of experience in delivering training programs or facilitating learning sessions.
. Minimum of 2 years of experience as a Trainer preferably in foundation-specific or corporate learning programs.
. Certification in Learning & Development Facilitation or related fields is an advantage.

Others
. Willing to work in a shifting schedule (ex. Night shift weekend shift holidays 24/7 Support)
. Willing to work 3 days a week onsite or 100% onsite when needed.
. Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.

Skills:

• Customer Service & Support
• English
• Facilitation
• Training Delivery
• Data Analysis
• Data Visualisation

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.