Trainer II

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview

A Trainer II is responsible for creating and facilitating onboarding programs in order to achieve training objectives. Trainers directly support the departmental quality goals and initiatives of the Product Support organization. Trainers will always present a professional image be a point of contact for new Product Support team members and will consistently reflect and instill the RealPage Promise for all Product Support employees. This member of the Global Operations team will act as an important source for on-going professional development during an employees tenure within Product Support. Trainer IIs are expected to work closely with Leadership Global Operations and others to determine the training needs of the agents. They create materials for live session facilitation or LMS self-guided courses to efficiently close knowledge gaps and promote career growth.

Responsibilities

Create and facilitate Product Support new hire training sessions as well as cross trainings refresher and upskilling training
Leverage understanding of the industry and our customers needs to create an outstanding experience in every training session
Provide high levels of agent satisfaction measured by agent satisfaction and efficiency metrics. Build and sustain strong relationships with cross functional departments to aid in training creation review or facilitation
Organize training events new hire sessions logistics required and advocate for consolidation in training efforts wherever possible
Coordinate third-party training resources as needed to achieve training objectives on time
Promote the development and use of knowledge management tools and adherence to quality standards
Assist Agents with product and process questions while documenting reoccurring requests that indicate a refresher training may be necessary
Manage situations that require real-time solutions and setting clear expectations on resolution plans
Diffuse highly emotional situations and coach agents on best practices to do so. Provide weekly training updates to Leadership Team during all training sessions
Perform post training new hire evaluations and follow-up touch base/refresher sessions
Ensure that Product Support Agents are delivering a high level of customer service within Product Support guidelines
Determine appropriate approach to close those gaps and facilitate or publish necessary trainings
Create innovative and thorough training sessions for agents globally using different training methods and approaches to effectively relay knowledge
Help to identify any process training or product gaps and work with Leadership and other internal teams to close gaps
Document and share product knowledge timely and accurately in the most effective manor for the situation
Continue to learn and become proficient in training multiple RealPage products
Stay current in the releases and process changes occurring for all assigned products so that training materials and published content is updated
Participate in Agent Call Quality Monitoring program
Perform administrative duties as required

Qualifications

Bachelors degree or equivalent combination of education and experience
1 year of experience as a Product Support Agent
Experience in the training facilitation required; writing samples and demo presentation may be requested
2 years Call Center Support experience
Strong knowledge of customer care processes and techniques with excellent attention to detail
Professional demeanor dependable and able to maintain confidential information
Strong verbal and written communication skills including excellent grammar spelling and sentence construction
Exceptional analytical listening leadership and interpersonal communication skills with a proven ability to coach and mentor others
Ability to rapidly gain product knowledge and effectively communicate it to agents and fellow Training team members
Must communicate effectively with agents management internal departments and clients
Proficient in MS Office applications (Word Outlook PowerPoint and Excel)
Demonstrated ability to train and develop new and existing Product Support agents. Flexible detailed and able to successfully adapt to change
Ability to work independently
Ability to work extended hours as needed

PREFERRED KNOWLEDGE/SKILLS/ABILITIES:

One year formal training presentation and public speaking experience
Knowledge of Adobe Captivate and Adobe Creative suite products
Experience developing and implementing training programs

Required Experience:

OverviewA Trainer II is responsible for creating and facilitating onboarding programs in order to achieve training objectives. Trainers directly support the departmental quality goals and initiatives of the Product Support organization. Trainers will always present a professional image be a point of...

Overview

Responsibilities

Create and facilitate Product Support new hire training sessions as well as cross trainings refresher and upskilling training
Leverage understanding of the industry and our customers needs to create an outstanding experience in every training session
Provide high levels of agent satisfaction measured by agent satisfaction and efficiency metrics. Build and sustain strong relationships with cross functional departments to aid in training creation review or facilitation
Organize training events new hire sessions logistics required and advocate for consolidation in training efforts wherever possible
Coordinate third-party training resources as needed to achieve training objectives on time
Promote the development and use of knowledge management tools and adherence to quality standards
Assist Agents with product and process questions while documenting reoccurring requests that indicate a refresher training may be necessary
Manage situations that require real-time solutions and setting clear expectations on resolution plans
Diffuse highly emotional situations and coach agents on best practices to do so. Provide weekly training updates to Leadership Team during all training sessions
Perform post training new hire evaluations and follow-up touch base/refresher sessions
Ensure that Product Support Agents are delivering a high level of customer service within Product Support guidelines
Determine appropriate approach to close those gaps and facilitate or publish necessary trainings
Create innovative and thorough training sessions for agents globally using different training methods and approaches to effectively relay knowledge
Help to identify any process training or product gaps and work with Leadership and other internal teams to close gaps
Document and share product knowledge timely and accurately in the most effective manor for the situation
Continue to learn and become proficient in training multiple RealPage products
Stay current in the releases and process changes occurring for all assigned products so that training materials and published content is updated
Participate in Agent Call Quality Monitoring program
Perform administrative duties as required

Qualifications

Bachelors degree or equivalent combination of education and experience
1 year of experience as a Product Support Agent
Experience in the training facilitation required; writing samples and demo presentation may be requested
2 years Call Center Support experience
Strong knowledge of customer care processes and techniques with excellent attention to detail
Professional demeanor dependable and able to maintain confidential information
Strong verbal and written communication skills including excellent grammar spelling and sentence construction
Exceptional analytical listening leadership and interpersonal communication skills with a proven ability to coach and mentor others
Ability to rapidly gain product knowledge and effectively communicate it to agents and fellow Training team members
Must communicate effectively with agents management internal departments and clients
Proficient in MS Office applications (Word Outlook PowerPoint and Excel)
Demonstrated ability to train and develop new and existing Product Support agents. Flexible detailed and able to successfully adapt to change
Ability to work independently
Ability to work extended hours as needed

PREFERRED KNOWLEDGE/SKILLS/ABILITIES: