Call Center Trainer

iCare HMO; Makati; Presencial; PHP 350 000 - 550 000; Tempo integral

Resumo da oferta

iCare HMO in Makati is seeking a Call Center Trainer responsible for designing, delivering, and evaluating training programs to raise CSAs' performance, service quality, and alignment with organizational goals. The role emphasizes improving product knowledge, communication, and customer handling techniques.

You will create modules, deliver onboarding and refresher sessions, monitor progress, coach staff, and ensure adherence to QA standards while coordinating with TLs, HR, QA, and Operations to

Qualificações

• Experience in designing and delivering training programs for call center staff is preferred.
• Ability to develop and update training materials and modules.
• Strong focus on QA compliance and customer service excellence.

Responsabilidades

• Design and deliver onboarding training for new hires (e.g., CSAs, MSAs).
• Develop and update training modules, presentations, and materials.
• Monitor trainee progress through assessments and evaluations; provide coaching and feedback.
• Collaborate with TLs, QA, and RTAs to identify training needs and ensure quality standards.

Conhecimentos

Training delivery

Curriculum design

Coaching

Content creation

Descrição da oferta de emprego

Job Summary

The Call Center Trainer is responsible for designing, delivering, and evaluating training programs to ensure that Customer Service Associates (CSAs) and other call center staff meet performance standards, service quality expectations, and organizational goals. The role focuses on improving employee skills, product knowledge, communication abilities, and customer handling techniques.

Key Responsibilities

• Training Delivery
  • Conduct onboarding training for new hires (e.g., CSAs, MSAs)
  • Facilitate refresher and upskilling sessions for existing employees
  • Deliver training on products, services, processes, and systems
  • Ensure training materials are clearly understood and applied
• Training Development
  • Create and update training modules, presentations, and materials
  • Align content with company policies, SOPs, and client requirements
  • Customize training based on operational needs and performance gap
• Performance Support
  • Monitor trainee progress through assessments and evaluations
  • Provide coaching and feedback to improve performance
  • Partner with Team Leaders (TLs), QA, and RTAs to identify training needs
• Quality and Compliance
  • Ensure all training adheres to company standards and regulatory requirements
  • Reinforce quality assurance (QA) standards and customer service excellence
  • Maintain accurate training records and reports
• Collaboration
  • Work closely with Operations, HR, and QA teams
  • Support new program launches and process rollouts
  • Participate in calibration sessions and continuous improvement initiatives