BPO Trainer

CEF Solutions Inc.; Metro Manila; On-site; PHP 334,800 - 669,600; Full time

Job summary

CEF Solutions Inc. is seeking a Trainer to deliver expert training to stakeholders in Metro Manila. The Trainer will be responsible for enhancing effectiveness, productivity, and customer satisfaction through high-level product and sales training. The role requires at least 2 years of relevant experience, excellent communication skills, and the ability to manage time effectively across multiple training initiatives. Suitable candidates should be self-driven and have a strong sales background.

Qualifications

• At least 2 years of experience in learning & development or related field.
• Experience in training customer service teams and coaching on selling techniques.
• Experience in contact centre supporting/servicing an Australian/US client/account is preferred.

Responsibilities

• Deliver training to stakeholders to enhance effectiveness and satisfaction.
• Plan and deliver optimum sales environment for training.
• Evaluate and report on L&D programs for continuous improvement.

Skills

Negotiation and communication skills

Consumer electronics products

Training methods and techniques

Microsoft PowerPoint

Fluent English communication

Education

Certification in training and assessment

Tools

Microsoft Excel

Microsoft Word

Job description

Job Description

The Trainer’s main function is to deliver the best in‑class training to all key stakeholders in the organization. The Trainer is responsible for effectiveness, productivity, retention and satisfaction through high‑level product and sales training and support, where required. The Trainer will also undertake field execution where necessary, which could include displays, training and delivery of specialized content. The Trainer is responsible for effectiveness, productivity, retention and satisfaction through high‑level product and sales training both on the job and in centres as well as at specialized training events.

Duties and Responsibilities

Account Management Call Centers

• Create and maintain relationships with offshore partner call centres

L&D Program Design & Delivery

• Planning and delivering the optimum sales environment for call centre and online
• Identifying deficiencies in skills among centres managed and working to improve capabilities through coaching, development and training
• Ensuring continuous improvement by evaluation and reporting on L&D programs
• Ensuring high quality of work through consistent review and feedback implementation with line manager
• Design and create engaging presentations as required
• Liaise with L&D specialist team and creative unit, providing insight and feedback on training delivery methods
• Assist in the adequate resourcing of all initiatives through reporting of events and activities to ensure accurate resourcing can be facilitated

Event Planning & Execution

• Building training/session plans for requested events/initiatives
• Attend and support events as required

Stakeholder Support

• Supporting respective team members through providing observations and feedback, learning from each other to ensure best practice
• Partnering with key internal stakeholders and external parties to determine, craft and execute plans to meet business objectives
• Engage with external agencies on learning programmes to upskill teams

Qualifications

• At least 2 years of experience in learning & development or related field, specialising in facilitation and development
• Experience in training customer service teams and coaching on selling and experience techniques
• Certification in training and assessment is preferred
• Experience in contact centre supporting/servicing an Australian/US client/account is preferred
• Proven passionate sales background with a drive to create best‑in‑class customer experiences
• Proven ability to extract and translate technical information into appropriate language for the target audience
• High level time management skills and the ability to work to critical deadlines are imperative
• Presentation experience to groups of 50 or more
• Project management and design experience
• Worked in a retail/sales environment with complex or technical products
• Worked with many stakeholders external to their employers on joint plans/strategies
• High level time management skills and the ability to work to critical deadlines

Skills and Capabilities

• Demonstrated experience in negotiation and communication skills
• Retail consumer electronics products, particularly telecommunications and IT
• The principles, training methods and techniques used in training/adult learning/education
• Advanced understanding and knowledge of Microsoft PowerPoint, Excel and Word
• Excellent English communication skills, both written and spoken
• Self‑driven, results‑oriented with a positive outlook and a clear focus on high quality training
• Outgoing, confident, yet respectful and grounded attitude
• Focused and passionate
• A natural forward planner who critically assesses own performance
• Deliver professional verbal and non‑verbal communication
• Mature, credible and comfortable in dealing with senior company executives
• Empathic communicator, able to see things from the other person’s point of view
• Keen for new experience, responsibility and accountability
• Mature and domestically secure
• Able to work extended hours on occasions when required
• Must have high levels of time management skills and organisation