BPO Training & Performance Coach

transcosmos Asia Philippines Inc.; Taguig; On-site; PHP 279,000 - 502,200; Full time

Job summary

transcosmos Asia Philippines Inc. is seeking a Training Specialist to conduct product, upskills and language training for new hires and assess their performance based on competencies.

The role includes analyzing training needs, developing coaching plans, and delivering programs across multiple sites in Metro Manila. The ideal candidate has a Bachelor's degree, 1+ year of relevant experience, and a strong background in both voice and non-voice accounts.

Qualifications

• Completed Bachelor's Degree in any field.
• At least 1 year relevant experience.
• Has background in voice and non-voice account.
• Excellent computer skills with MS Office and familiar with Google Suites.
• Proficiency in using Learning Management Systems (LMS) and other training-related software.
• Content / Knowledge Management know-how and familiarity with platforms is a plus.
• In-depth understanding of adult learning principles and training methodologies.
• Hands-on experience with instructional design, curriculum development, and delivering training sessions.
• At least knowledge in assessing and determining training needs and recognizing training opportunities.
• Amenable to work on both sites (Mckinley, Taguig City & Gilmore, Quezon City).
• Amenable to work on a shifting schedule, weekends and holidays.
• Training certifications (e.g., CPLP, Train-the-Trainer).

Responsibilities

• Conduce product, upskills and language training to new hires and evaluate performance.
• Assess training needs and determine learning gaps (Training Needs Analysis), recognize learning opportunities, develop and deliver training/coaching to affect performance.
• Effectively facilitate learning using wide variety of delivery methods appropriate to the audience/situation, including: instructor-led-training, workshops, job aids, net meetings and e-learning.
• Provide post-training support, follow up and coaching to frontline employees and team members.
• Perform other tasks that may be required by operations and clients.
• Creation and/or Revision or enhancement of training modules specific to the account.
• Creation and Facilitate training programs that will enhance agent's skills and knowledge about the project.
• Sends daily/weekly/monthly report in regards to training activity.
• Study, Track, and Analyze 30-60-90 day progress of new hires and recommend/suggestion action plans based on data gathered.
• Create, Facilitate and Conduct Knowledge Checks on a regular basis to assess agent's knowledge of the product and processes.

Skills

Instructional design

Curriculum development

LMS (Learning Management System)

MS Office

Google Suites

Training delivery

Education

Bachelor's Degree

Tools

LMS tools

Job description

transcosmos Asia Philippines Inc. is seeking a Training Specialist to conduct product, upskills and language training for new hires and assess their performance based on competencies.

The role includes analyzing training needs, developing coaching plans, and delivering programs across multiple sites in Metro Manila. The ideal candidate has a Bachelor's degree, 1+ year of relevant experience, and a strong background in both voice and non-voice accounts.