Summary :

As a Trainer, you will be identifying training needs by evaluating strengths and weaknesses in a classroom set-up. You will be translating requirements into a training curriculum that will groom existing employees and new hires for the next step of their career path.

Duties and responsibilities :

Acts as subject matter expert

Facilitates classroom training to teach program product knowledge, call handling skills, customer service / order-taking skills and program process and procedures

Provides research and initiates the development of training materials as needed

Attends regular Training and Quality meetings, responds to emails and phone calls to ensure all program information is up to date and documented

Executes all duties and responsibilities routinely required of the Trainer

Monitors agent calls and agent performance to identify training gaps.

Maintains class attendance and performance records of agents in training

Completes Wonders-required Training reports (Class roster, training logs and other forms as determined on the program)

Finds new ways to be more effective in the delivery of the training to the agents.

Learn new techniques to improve classroom facilitation skills.

Completes observations in coordination with Training Supervisor and / or Manager

Conducts New Hire, Upskill, and Refresher Training

Manages and oversees Mentor coaching during OJT

Responsible for Training Throughput by providing the necessary coaching and feedback for the development of their Trainees

Certifies Trainees during OJT

Ensures and maintains curriculum integrity

Conducts development programs and activities to ensure that the Mentor skillsets are kept updated and developed along with the growth of the Program

Communicates company updates and activities to the Mentors and Trainees

Facilitates the on-boarding of the new Mentors

Conducts Triad sessions with the Mentor and Trainee in accordance to the required number of sessions

Attends all necessary meetings, planning sessions as deemed necessary to ensure company initiatives, updates, projects / workflows, goals, and plans are cascaded to the downlines

Communicates attrition and training throughput trends and recommends action items to reduce fall outs

Qualifications :

At least two years of progressively responsible experience in a contact center environment

Successful experience as a Training professional, Mentor, SME or similar role

Ability to apply adult education theories and the principles of systematic design of training and evaluation.

Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence

Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner

Strong organizational and problem resolution skills

Must be proficient with word processing (MS Word), spreadsheet (Excel) and presentation (PowerPoint) software programs

Strong interpersonal skills, the ability to perform effectively as member of a team and ability to travel

Ability to lead teams and measure individual performance

Excellent judgment and problem solving skills

Ability to creatively use resources and adjust to changes quickly and professionally

Ability to work independently with minimal supervision, but also in a team environment

Strong attention to detail

Ability to work in a normal office environment

Ability to travel as assigned, sometimes on short notice and sometimes including extended assignments

Must be willing to work on site (Pasig and Dumaguete)

Must be willing to work on graveyard shifts