Contact Center Training Specialist

Wipro Ltd.; Philippines; Presencial; PHP 350.000 - 550.000; Jornada completa

Descripción de la vacante

Wipro Ltd. in Quezon City, Philippines, is seeking a Trainer to develop skills and competencies in team members, communicating training expectations clearly and professionally.

You will lead sessions on SOPs, collaborate with cross-functional teams to create new content, and monitor trainee performance through audits and feedback. The role suits candidates with 1–3 years in contact center training and a Bachelor's degree.

Formación

• Bachelor's degree required.
• 2–4 years overall experience.
• 6 months to 1 year experience as Trainer in contact center.

Responsabilidades

• Master all policies, SOPs, and training requirements; coach and transfer knowledge.
• Assign pre-study work as defined by client and training org.
• Complete tracking and reporting tasks consistently.
• Report Trainee at Risk updates to Training Manager.
• Conduct outlier, Vitality, and ad hoc trainings.
• Support service levels by staying productive when required.
• Deliver training on SOPs to new and existing staff.
• Collaborate with cross-functional teams to create new training content.
• Monitor calls for Soft Skills, Process, and Compliance.
• Provide targeted coaching to improve agent performance.
• Analyze audit and process data to propose improvements.
• Keep advisors updated on new processes and updates.
• Attend calibration calls and monthly training alignments.

Conocimientos

Training delivery

Coaching

Process improvement

Educación

Bachelor's Degree

Descripción del empleo

Wipro Ltd. in Quezon City, Philippines, is seeking a Trainer to develop skills and competencies in team members, communicating training expectations clearly and professionally.

You will lead sessions on SOPs, collaborate with cross-functional teams to create new content, and monitor trainee performance through audits and feedback. The role suits candidates with 1–3 years in contact center training and a Bachelor's degree.