BPO Trainer Manila (Project Based)

IntouchCX; Philippines; On-site; PHP 446,000 - 670,000; Full time

Job summary

IntouchCX is seeking a Trainer to deliver training modules and run classes for our team members in the Philippines. You will craft training plans, use varied teaching techniques, and assess knowledge through testing. You will also support QA, provide coaching, and maintain reporting on training effectiveness.

This role requires developing employees, staying current on products, and collaborating with partners. International travel is a must.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience preferred.
• Knowledge of adult learning principles and ability to implement into training curriculum.
• 3+ years previous contact center experience preferred.
• Experience in customer service training.
• Experience in coaching and mentoring.
• Knowledge of training methods and tools.
• Knowledge of call center systems (ACD/IVR) and performance statistics.
• Strong verbal and written communication and presentation skills.
• Strong analytical and problem solving skills.
• Ability to build rapport with clients and interact with team members at various levels.
• Ability to multitask and work in a fast-paced environment.
• Ability to develop employees through positive motivation.
• Ability to adapt to change and innovation.
• Ability to travel.
• MS Office (Word, Excel, PowerPoint).
• Valid travel documents for international travel.

Responsibilities

• Provide training to new and existing employees.
• Develop and deliver training plans and curriculum to classes of up to 25 people.
• Develop and utilize a variety of creative teaching techniques.
• Develops and administers knowledge assessment testing.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress, effectiveness and improvements.
• Stay informed of current client products and services.
• Interact with partners, ensuring they understand the training environment, successes and opportunities for development.
• Manage new Trainers and Training Facilitators.
• International Travel is Required.

Skills

Adult learning

Training delivery

Presentations

Coaching

MS Office

Education

BS/BA in Education or Business Administration

Tools

MS Office

Job description

About the Job

We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.

Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques.

Job Description

• Provide training to new and existing employees

• Develop and deliver training plans and curriculum to classes of up to 25 people

• Develop and utilize a variety of creative teaching techniques

• Develops and administers knowledge assessment testing

• Assist with QA monitoring, feedback and coaching

• Maintain up-to-date reporting on training progress, effectiveness and improvements

• Stay informed of current client products and services

• Interact with partners, ensuring they understand the training environment, successes and opportunities for development

• Manage new Trainers and Training Facilitators

• International Travel is Required

Job Requirement

• BS/BA in Education or Business Administration or equivalent work experience preferred

• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum

• 3+ years previous contact center experience preferred

• Experience in customer service training

• Experience in coaching and mentoring

• Knowledge of existing and emerging training methods and tools

• Knowledge of call center systems, ACD/IVR and performance statistics

• Strong verbal and written communication skills, including presentation skills

• Strong analytical and problem solving skills

• Ability to build rapport with clients and interact with team members at various position levels

• Ability to multitask effectively and work in a fast paced environment

• Ability to develop employees through positive motivation

• Ability to adapt to change and innovation

• Ability to potentially travel

• Skills in MS Office programs (Word, Excel and PowerPoint)

• Valid travel documents for international travel