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DE031664-Instructor Specialist

Talentmate

Philippines

4th March 2026

2603-18702-1969

Job Description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Instructor Specialist WORK SETUP: Return to Office OVERALL PURPOSE: The Senior Trainer is primarily responsible for providing end-to-end training and education to Customer Service Representatives to ensure they are equipped with the necessary skills to resolve customer issues in a timely manner and meet operational metrics. RESPONSIBILITIES:

Team management

Team coaching & mentoring

Scheduling and logistics

Performance reporting

Issue resolution

Training needs analysis & deep dive

Training coordination for CapDev courses

Liaise with management

Liaise with operations & support groups

Conduct pre-process training

Conduct process training

Conduct communications up-training

Provide comms coaching

Data input for trackers and reports

EOD reporting

Curriculum design & development

Attend client calls

Attend calibration sessions

Take production calls/process work orders

Floor support as subject-matter expert OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Cebu Filinvest Cyberzone Tower 1

SKILL AND QUALIFICATIONS:

At least 5 years training experience in a contact center; open to combo profile as confirmed by the HM, i.e., teacher/academe + trainer in a contact center environment

1 to 2 years’ experience training in contact center (voice)

1 to 2 years supervisory experience in contact center; open to sup experience in other industry

With experience in Training Needs Analysis (TNA)

With LPA score of B2

Required to attend client calls and present training results/observations, performance insights

No deck creation during the interview as confirmed by the Hiring Manager; interview questions will revolve around experience preparing a deck for a client presentation

Will support CapDev Team, i.e., facilitate class/classes if no one is available or if there is a ramp

Knowhow in building training materials only, not necessarily will be the one to create materials from scratch

Capacity planning management preferred only, not required

Job Details

Role Level:	Mid-Level	Work Type:	Full-Time
Country:	Philippines	City:	Cebu Central Visayas
Company Website:	https://www.accenture.com/ph-en	Job Function:	Education & Teaching
Company Industry/ Sector:	Software Development

What We Offer

About the Company

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