Training Officer - Email and Chat (Contact Center)

About The Role

As a Training Officer under the Contact Center Channel, you will be responsible in administering all required activities, learning modules and administrative deliverables during training and ensures that trainees are adherent to all pre-requisites of endorsement to production.

How You'll Contribute

• Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
• Conducting training sessions on various call center topics to prepare and support new employees.
• Training experienced employees in new or updated call center procedures to improve their performance.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
  
  

What We’re Looking For

• A bachelor’s degree in Human Resources, Banking and Finances or a related field.
• Solid background in Chat and Email support training is a must
• Expert in MS Excel (Advanced Excel with Macro + Power BI)
• Additional certification in business leadership, eLearning software, or adult education and training is preferred.
• At least 3-5 years’ experience working as a call center trainer or team leader.
• Ability to design, develop, implement, and evaluate responsive programs and initiatives including training plans, curricula, and methodology.
• Must know how to use MS office, Canva and other learning tools (video editor and similar tools)
• Excellent knowledge of sales techniques and customer service best practices.
• Strong teaching abilities and mentoring skills.
• Good communication, interpersonal, and conflict resolution skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
  
  

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.