Trainer

Probe CX


Date: 10 hours ago
City: Quezon City
Contract type: Full time
Job Description

Designing Training Modules

  • Study the scope, methods, processes and tools necessary to perform the job
  • Research appropriate techniques to help efficiently perform the task
  • Design training modules and prepare exercises, exams and activities
  • Participate in constantly improving training curriculum by evaluating and updating modules and other training materials
  • Conduct Post Training Reviews for all New Hire classes handled and provide insights and recommendations

Facilitating Product Training

  • Discuss program procedures and processes to new hires
  • Present necessary audio-video presentation, charts, recordings
  • Administer exercises, written exams and call simulations and practical tests
  • Organize class, groups and one-on-one activities for lesson retention
  • Recognize and reward satisfactory and outstanding performers
  • Address general inquiries, complaints and resolve trainees’ issues
  • Implement Stellar culture and policies

Mentoring and Maximizing the Learning Process

  • Evaluate trainee performance and progress through daily and weekly assessments
  • Facilitate and evaluate Mock Call assessments that mirror live scenarios
  • Attain coaching certification for trainee performance management
  • Create individual action and developmental plan
  • Coach trainees on areas of improvement and provide feedback
  • Monitor employee compliance to company policies

Record Keeping, Maintenance and Administrative Tasks

  • Prepare training materials, workstations, venue and other necessary tools and equipment
  • Document, update and maintain accurate statistical record of class performance and progress
  • Report accurate documentation of daily headcount, performance and progress
  • Perform administrative tasks such as track trainee daily time record

Providing Support to Operations

  • Secure operations certification for agent and supervisor level live calls or tasks for all lines of businesses supported
  • Take agent live calls or tasks, as well as supervisor tasks and other escalations
  • Provide floor and AHOD support, should it be necessary

Facilitating Refresher and Corporate Training Programs

  • Discuss updates, revisions and developments regarding a specific job/program
  • Facilitate corporate trainings as assigned by Training TL

Effective Communication and Coordination

  • Coordinate with Recruitment for trainee data and information
  • Coordinate with Administrative Officers for training venues, equipment, meals, etc
  • Coordinate with Recruitment and Operations Departments for calibration purposes
  • Coordinate with IT Department for technical issues
  • Coordinate with QA or TL during Nesting/Academy Bay
  • Respond to trainee inquiries and concerns

Other

  • Complete tasks delegated/assigned by the Learning & Development Assistant Manager or Senior Training Manager
  • Perform other reasonable duties, as required

Qualifications

  • At least 2-3 years of related experience as a facilitator/trainer in a call center environment
  • Knowledge in adult learning
  • Knowledge in curriculum development and training design
  • Presentation skills
  • Planning and Organizing
  • Excellent verbal and written communication
  • Proficiency in basic computer applications
  • Adaptability and Flexibility
  • Must be amenable to work in Eastwood, Quezon City

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