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 Magallanes, Makati
Trainer • Makati, National Capital Region, Philippines
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