TRAINER
Acquire BPO Pty Ltd
Philippines
2d ago

Job Description

The Trainer’s core responsibility is the development of the company’s frontline employees through the conduct of Foundation Skills and other Program-

specific Training courses to meet the requirements of the program, its clients, and, ultimately, their customers.The Trainer is equated to a conduit that allows the successful transferring of learning to a target audience by exhibiting adeptness in leading discussions, creating rapport, handling objections, managing difficult behaviors, and using appropriate feedback methods all for the promotion and enrichment of the employees’ knowledge, skills, and attitude.

The Trainer, being at the forefront of employee development, is also tasked to cultivate a culture of excellence amongst employees all the time, for he is the first representation of the company’s model employee for every new hire.

DUTIES AND RESPONSIBILITIES

  • Deliver Foundation Skills and Program Specific Training within the required period using adult learning methodologies
  • Monitor learner progress in Classroom & Transition Bay
  • Implement strict adherence to the Acquire Code of Conduct and Training policies & provide disciplinary actions when required
  • Maintain and update modules and other training materials
  • Guarantee the availability and maintenance of all necessary equipment for training delivery purpose
  • Identify training needs based on current agent performance and recommend training solutions to address them
  • Maintain product knowledge by attending calibration sessions and Operations team meetings, monitoring customer
  • Interactions, and constantly coordinating and collaborating with Operations and Quality
  • Willingly contribute to and participate during other assignments as required by business needs
  • MINIMUM REQUIREMENTS

  • Delivers Foundation Skills and Program Specific Training within the required period as indicated in the curriculum guides
  • Applies adult learning methodologies to ensure transfer and retention of knowledge
  • Endeavors to sustain and develop mastery of the subject matter to maintain credibility
  • Gathers data to continuously track employee performance and uses rewards and recognition programs to boost morale
  • Maintains a soft environment during coaching sessions and provides feedback objectively
  • Participates in the creation of SMART action plans and motivates the employee to commit to it
  • Coordinates with the client on the continuous development of the training materials to ensure that they are accurate and up to date
  • Applies creativity when developing training aids that reinforce learning and target different types of learners
  • Fluent in verbal and written communication
  • Communicates facts accurately and responsibly
  • Delivers accurate and timely reports, analytical studies and other correspondences
  • Analyzes the data and identifies the root cause by conducting training needs analyses and collaborating with other people / departments involved to strategically address the issue
  • Implements action plans and evaluates its effectiveness to address gaps and improve agents' performance
  • Demonstrates acceptable business judgment by targeting internal and external client satisfaction through proper utilization of resources, time and energy
  • Manages all training activities by ensuring proper scheduling of classes and room utilization
  • Ensures all training resources are available (Classroom, PCs, PGs and other materials needed during NHT class of training sessions)
  • Executes completion of tasks / deliverable by proper task prioritization, time management and resourcefulness
  • Use administration and presentation tools proficiently to generate reports and training collateral
  • Operates and troubleshoots training equipment and prepares workarounds when necessary
  • Builds and maintains a healthy working relationship with other members of the team
  • Works collaboratively with other employees to ensure the success of the project
  • Models the Acquire BPO values, ILEAD, and motivates other employees to live the Acquire life
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