Trainer

Job Description

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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• 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
  
  

• Discuss updates, revisions and developments regarding a specific job/program
• Facilitate corporate trainings as assigned by Training TL
  
  

• 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
  
  

• Complete tasks delegated/assigned by the Learning & Development Assistant Manager or Senior Training Manager
• Perform other reasonable duties, as required
  
  

• 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 Eastwood, Quezon City