Call Center Trainer

Hammerjack Pty Ltd; Philippines; On-site; PHP 223,000 - 446,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a Trainer/Sales Coach for call center campaigns. Requires at least 1 year in training roles, BPO sales or customer service experience, and readiness to start immediately.

You will design and deliver training, track performance, and collaborate with QA/Operations to ensure quality. This is an onsite night-shift position in Makati with responsibility for launching new accounts and ongoing ramp-ups.

Qualifications

• At least 1 year call center experience as Trainer/Sales Coach.
• Must have BPO experience in sales or customer service campaigns (outbound/inbound).
• Preferably with prior experience in launching new accounts.
• Has knowledge on Training Needs Analysis and Adult Learning Principles.
• Excellent English communication and presentation skills, both verbal and written.
• College graduate or at least 3rd-year college level.

Responsibilities

• Conduct training classes for new account launches, service introductions, and ramp-up programs.
• Conduct remedial training sessions for agents who are not meeting performance targets.
• Develop and maintain training materials including PowerPoint decks, outlines, checklists, guidelines, success measures, and performance targets.
• Track and maintain performance records at agent level including daily, weekly, and end-of-class reports detailing trainee progress, risks, and readiness for deployment.
• Conduct training needs assessments on live campaigns to identify skill gaps and performance challenges.
• Collaborate with QA and Operations teams to align training with operational processes and quality standards.
• Acquire deep knowledge of client products and processes to ensure training relevance.
• Maintain a centralized database of training programs, materials, and records for easy access and audits.
• Other tasks that may be assigned by the manager from time to time

Skills

Call center experience

BPO experience

Launch new accounts

Training Needs Analysis

Adult Learning Principles

English communication

Education level

Immediate start

Onsite night shift

Education

College graduate or 3rd-year

Job description

Qualifications:

• With at least 1 year call center experience as Trainer/Sales Coach
• Must have BPO experience in sales or customer service campaigns (outbound/inbound)
• Preferably with prior experience in launching new accounts
• Has very good knowledge on Training Needs Analysis and Adult Learning Principles
• Excellent English communication and presentation skills, both verbal and written
• College graduate or at least 3rd-year college level
• Can start immediately
• Amenable to work onsite (Makati) in night shift

Job Description:

• Conduct training classes for new account launches, service introductions, and ramp-up programs
• Conduct remedial training sessions for agents who are not meeting performance targets
• Develop and maintain training materials including PowerPoint decks, outlines, checklists, guidelines, success measures, and performance targets
• Track and maintain performance records at agent level which includes preparing and submitting daily, weekly, and end-of-class reports detailing trainee progress, risks, and readiness for deployment
• Conduct training needs assessments on live campaigns to identify skill gaps and performance challenges
• Collaborate with QA and Operations teams to align training with operational processes and quality standards
• Acquire deep knowledge of client products and processes to ensure training relevance
• Maintain a centralized database of training programs, materials, and records for easy access and audits
• Other tasks that may be assigned by the manager from time to time