Trainer

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 down lines

● 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)

● Must be willing to work on graveyard shifts