Product Trainer

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Requisition ID: JID_34551_13404
Job Category: Call Center
Location: Philippines-NCR-Alphaland
Posted Date: 8/2/2017 10:29:48 AM

Essential Duties & Responsibilities:

  • Responsible for the delivery of consistent high quality client training programs through embracing the Company’s training methodology.

  • Facilitate aligning to the training approach and adheres to the Company’s on boarding, New Hire Training, and A-Bay playbook standards. 

  • Supervise agents through training classes and A-Bay and assists in the successful integration of agents into Operations. Manages policy and procedure concerns through administration of corrective action up to and including termination.

  • Oversee agent performance management by evaluating performance and delivering Coaching for Results (CFR) in New Hire Training and A-Bay. Appropriately document agent performance through maintenance of communication logs noting progress, assessment scores, etc.

  • Responsible for administering training surveys at the end of New Hire Training and A-Bay to measure and report on effectiveness of training and agent preparedness; receives feedback and continuously improves upon training delivery.

  • Assesses training needs and learning styles and customizes training approach to be the most effective based upon the audience and training content. Utilizes and/or designs role play scenarios to drive job simulation practice.

  • Comply & participate in the Company’s Trainer Coaching and Development Program and completes action plans created to focus on trainer performance improvement & grow job skills.

  • Evaluate and recommend training content improvement.

  • Provides additional one-on-one training and coaching support to agents that need additional focus.

  • Prepare training reports for Training and Operations to record training milestones and progress, as required.

  • Responsible for obtaining and/or maintaining all relevant certifications to perform job.  Participates in ongoing Trainer skill development by attending training classes and participating in ongoing coaching sessions. 

  • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.

 

Qualifications:

  • Minimum of 1-3 years of experience in call center operations and/or prior experience in customer service and training experience in a service industry required.
  • Ability to lead both new and experienced employees to perform their duties.
  • Ability to work in a team fostered environment.
  • Ability to prioritize and organize work in a multitasked environment.
  • Ability to adapt to a flexible schedule.
  • Ability to maintain the highest level of confidentiality.
  • Full-Time positions available.
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