Call Center Training Lead - Onsite Night Shift

Loop Contact Solutions, Inc.; Makati; On-site; PHP 40,000 - 70,000; Full time

Job summary

Loop Contact Solutions, Inc. in Makati seeks an experienced Training Coach to design and deliver training for new account launches and ramp-ups. You will also conduct remedial sessions for underperforming agents and develop comprehensive training materials.

You will analyze training needs on live campaigns, track agent performance, and prepare detailed reports. Collaboration with QA and Operations ensures training aligns with quality standards and client processes.

Qualifications

• Minimum 1 year call center training/coaching experience.
• Experience in sales or customer service campaigns.
• Strong knowledge of Training Needs Analysis and Adult Learning Principles.
• Excellent English communication and presentation skills.
• On-site Makati night shift availability.

Responsibilities

• Plan and conduct training classes for new account launches, service introductions, and ramp-up programs.
• Conduct remedial training sessions for agents not meeting targets.
• Develop and maintain training materials (PowerPoint decks, outlines, checklists, guidelines).
• Track performance and prepare daily/weekly/end-of-class progress reports.
• Identify skill gaps via training needs assessments on live campaigns.
• Collaborate with QA and Operations to align training with processes and quality standards.
• Acquire deep knowledge of client products and processes for relevant training.
• Maintain a centralized database of training programs and records.

Skills

Call center

Trainer/Coach

Sales campaigns

Customer service

Adult learning

English communication

Education

College degree or college level

Job description

Loop Contact Solutions, Inc. in Makati seeks an experienced Training Coach to design and deliver training for new account launches and ramp-ups. You will also conduct remedial sessions for underperforming agents and develop comprehensive training materials.

You will analyze training needs on live campaigns, track agent performance, and prepare detailed reports. Collaboration with QA and Operations ensures training aligns with quality standards and client processes.