Call Center Training Lead & Onboarding Coach

iCare HMO; Makati; Presencial; PHP 350.000 - 550.000; Tempo integral

Resumo da vaga

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 vaga

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