BPO - Trainer (90% Onsite and 10% WFH Setup) JP#01

Unity Communications has established a flexible team to provide cost-effective call center solutions. But we need a leader to help maximize productivity and maintain work-life balance.

Are you confident in your ability to be a thoughtful guide for new hires while also providing the same care to seasoned professionals? Do you enjoy providing feedback for process improvement and efficiency?

Be our newest Call Center Trainer now! You will oversee our agent onboarding, training, and performance monitoring. Your insights also matter when implementing workforce engagement programs.

Help us bring success to our agents and clients by clicking the apply button!

How You Spend Your Eight Hours

• Work closely with stakeholders and team members
• Employ and analyze data that support our client's business goals
• Use process knowledge to establish best practices that help maximize our services’ value
• Optimize end-user experience through agent onboarding, training, and engagement
• Directly report to the Service Delivery Manager
• Partner with Operations Assistant Managers and Team Leads to ensure agents meet corporate and partner key performance indicators (KPIs)
• Conduct a regular training needs analysis (TNA)
• Develop action plans to provide baseline statistics and drive improvements
• Act as a point of contact for training agents on clients and campaigns
• Implement campaign-specific and department requirements as informed by Operations and clients to ensure agents’ success factors for onboarding and performance
• Facilitate training programs for personal and professional development
• Collaborate with Operations to establish a positive environment that supports and reinforces best-in-class customer service practices
• Oversee appropriate action regarding deficiency trends of virtual teams and individual executives
• Calibrate with agents and clients to ensure all procedures are updated and match the campaign’s short- and long-term success goals
• Supervise class participants and mentors in specific courses, including skills assessment, knowledge development, and attendance monitoring
• Contribute and record individual data for all training-related activities
• Perform ad hoc tasks
  
  
  

What You Must Possess

• 1-2 years of solid experience as a BPO Trainer
• Creative problem-solving skills
• Experience maintaining detailed records
• Experience using project management software such as Asana
• Knowledge or experience in creating visually pleasing and accurate data reports
• Efficient time and data management
• Strong relationship and stakeholder management skills
• Excellent English communication skills (written and oral)
• Active listening skills
• Ability to work well under pressure and as a shared resource for the entire company
• Love for leadership as a concept
• Experience working to create change through working relationships
• Experience with and desire to learn multiple technology platforms
• Experience with Microsoft Office products, including Word, Excel, and Adobe
• Sense of urgency to accurately and regularly measure and monitor agent performance
• Great internet service at home with backup internet and battery-powered solution
• Ability to report to the office 80% of the time to monitor training and nesting phase as needed
  
  
  

What You Shall Receive

• HMO coverage with two free dependents upon regularization
• VL/SL credits upon regularization
• Friendly and supportive work culture
• 13th-month pay and other Philippine-government-mandated benefits
• Non-taxable allowances
• Pay increases, performance bonuses, birthday gifts, and many more
  
  
  

What You Should Consider

• Full-time position
• Monday to Friday, night shift (4x11, can be Mon - Thur, or Tue-Fri, can be 8x5 depending on the need)
• 90% Onsite and 10% WFH work setup (with on-site training)
  
  
  

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.