CS Trainer - BGC Taguig

Infosys BPM Philippines; Philippines; On-site; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Quarterly performance bonus

HMO and Life Insurance for employee &

2 Dependents covered

Job summary

Infosys BPM Philippines is seeking an Associate Trainer to lead training initiatives at BGC Taguig. The role covers training needs analysis, curriculum design, content development, and dynamic course delivery within a fast-paced BPO environment.

Responsibilities include coordinating with cross-functional teams, ensuring timely execution of training plans, and driving effective communication and analytical skills among participants. Onsite work and growth opportunities are highlighted.

Qualifications

• At least 2 years of training experience in soft skills and customer service.
• Graduate of any 4-year course.
• At least 4 years total BPO work experience with 2 years of experience as a trainer in BPO/shared services.
• Amenable to work in shifting schedules in BGC Taguig.
• Amenable to work onsite.

Responsibilities

• Training Needs Analysis: identify training needs and follow-up on the floor to sustain learning.
• Curriculum and Course Design: end-to-end understanding of course design methodologies.
• Content Development: end-to-end content development with appropriate methodology.
• Course Delivery: apply effective delivery/training techniques.
• Research Methodology: basic knowledge to carry out research ethically and effectively with guidance.
• Partnering: work with various functions and client teams for cross-cultural communication.
• People Management: build and lead cross-cultural teams; conflict management.
• Planning and Administrative: scheduling trainings and optimizing resources; ensure timely delivery.

Skills

Training experience

Effective communication

Customer service

Technical support

Culture

Word/Excel/PPT basics

High impact communication

Analytical ability

Education

4-year degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Are you ready to make an impact? Join Infosys BPM as an Associate Trainer in BGC Taguig and jumpstart your career!

General Responsibilities:

1. Training Needs Analysis:

• Ability to identify training needs accurately.
• Ability to extend follow- up support on the floor to sustain learning and improve performance.

2. Curriculum and Course Design:

• Demonstrates end to end understanding of course design methodologies.

3. Content Development:

• Demonstrates end to end understanding of content development and maintains appropriate methodology.

4. Course Delivery:

• Possesses effective delivery/training techniques and methods.

5. Research Methodology:

• Basic knowledge of research methodology and principles in order to carry out research ethically and effectively with guidance.

6. Partnering:

• Ability to work closely with various functions and stakeholders
• Ability to work closely with client teams – effective cross-cultural communication

7. People Management:

• Building and leading cross-cultural teams
• Conflict management

8. Planning, Organizing and Administrative skills:

• Scheduling, CS Domain, Reports, Coordination with TIG/Facilities
• Ability to schedule trainings while optimizing the resources available
• Ensures training plan and delivery is executed in a timely manner
• Able to increase efficiencies within processes and the team

Required Skills:

• CS and Tech Domain:
• Training experience in effective communication, customer service, technical support, and culture
• Technology Functional Knowledge
• Basic working knowledge of word, excel and PPT to complete reporting and documentation efficiently and effectively
• High Impact Communication:
• Excellent oral and written communication skills
• Displays pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service – Lead by Example
• Analytical Ability:
• Examines data from multiple sources and integrates the data and inputs to determine and resolve key issues
• Arrives at multiple solutions /alternatives, keeping in mind the various stake holders
• Profile Screening Criteria /Checks:
• Screening according to skills defined above – At least 2 years of training experience in soft skills and customer service.

Other Key Requirements:

• Graduate of any 4-year course.
• At least 4 years total BPO work experience with 2 years of experience as a trainer in BPO/shared services industry.
• Preferably with background or knowledge in Tech Support.
• Excellent oral and written communication.
• Amenable to work in shifting schedules in BGC Taguig.
• Amenable to work onsite
• Quarterly performance bonus.
• Outstanding career development opportunities and fast track career progression.
• Enjoy a fair work-life balance.
• HMO and Life Insurance for employee and 2 dependents for free.
• Inside the Central Business District area.
• Great place to work certified.

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.