Training Specialist

Job Brief

The Training Specialist offers unparalleled expertise in critical customer service domains such as sales, technical support, customer engagement, and account management. This role is primarily responsible for providing end-to-end training that requires deep knowledge in areas such as customer profiling, negotiation, sales closure, and proficiency in tools, software, and hardware applications. Moreover, they excel in adult learning principles, conflict resolution techniques, facilitation skills, and content design strategies. By leveraging these competencies, they design and deliver targeted training programs that directly address business challenges, driving strategic objectives and equipping employees with specialized skills for enhanced efficiency, innovation, and competitive advantage. Their ability to create engaging and effective training materials, facilitate interactive learning experiences, and resolve conflicts within training sessions further amplifies their impact, fostering continuous improvement across key business areas.

Key Responsibilities

Facilitation:

• Show proficiency in adult learning principles to address varied training requirements, foster participant involvement, promote self-directed learning, and adjust to diverse learning preferences.
• Conduct specialized training sessions in specialized areas like sales, technical support, or leadership development, drawing on deep expertise.
• Employ advanced facilitation methods to actively engage participants and optimize learning results.
  
  
  

Instructional Design:

• Demonstrate proficiency in conducting Training Needs Analysis to guide strategic decision-making effectively.
• Design customized training programs tailored to specific business needs and objectives.
• Integrate advanced instructional design principles to develop compelling and impactful learning journeys.
  
  
  

Performance Improvement:

• Consistently track agent performance, aligning with campaign needs and key performance indicators (KPIs).
• Analyze performance metrics to pinpoint improvement opportunities in specific domains.
• Create precise interventions aimed at enhancing performance outcomes.
  
  
  

Performance Coaching:

• Conduct regular one-on-one feedback sessions with agents to discuss their performance, strengths, and areas needing improvement.
• Provide encouragement, motivation, and support to agents to help them overcome challenges and stay focused on achieving their performance goals.
• Provide leadership coaching to managers and team leaders to help them effectively support and develop their teams.
  
  
  

Capability Development:

• Develop advanced training materials and resources to build expertise in specialized areas.
• Provide personalized coaching and support to employees to enhance their capabilities.
• Demonstrate commitment to continuous improvement and ongoing learning to stay abreast of industry trends and best practices in business acumen training. Propose targeted training initiatives to tackle identified workplace challenges and foster a culture of continuous improvement.
  
  
  

Compliance and Reporting:

• Ensure specialized training programs comply with industry regulations and standards.
• Generate detailed reports on training outcomes and impact on business performance.
  
  
  

Quality Assurance:

• Implement rigorous quality assurance measures to ensure the accuracy and effectiveness of training content and delivery.
• Continuously evaluate and refine training programs to maintain high standards of quality.
  
  
  

Collaboration and Communication:

• Collaborate with cross-functional teams to integrate specialized training initiatives into broader organizational strategies.
• Communicate effectively with stakeholders to ensure alignment of training objectives with business goals.
  
  
  

Professional Development:

• Stay at the forefront of industry trends and advancements in specialized areas of expertise.
• Pursue ongoing professional development opportunities to enhance skills and knowledge in specialized domains.
  
  
  

Qualifications

• Bachelors degree of a 4- or 5-year course.
• Preferably at least 3 years of training or teaching experience in the Contact Center industry Customer service or its equivalent for a designated customer base.
• Extensive experience and expertise in customer service, leadership training, and quality assurance.
• Exhibit robust business acumen by delivering tangible, measurable results through training initiatives that connect training objectives to Business Outcomes.
• Highly skilled in learning management systems and proficient in Microsoft software applications or Google Workspace tools.
• Proven track record in designing and delivering specialized training programs that drive business results.
• Demonstrate capability to collaborate seamlessly with cross-functional teams and forge robust relationships with stakeholders across all organizational hierarchies.
• Exhibit leadership abilities and a proactive approach to problem-solving.
• Ensure reliability and dependability through consistently adhering to training session schedules, deadlines, and stakeholder commitments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  
  
  

About SVC:

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it!

Check out our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park
• Terms and conditions apply.
  
  
  

How to apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.

What to prepare:

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID
  
  
  

or

Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).