Process Trainer

Firstsource; Taguig; On-site; PHP 390,600 - 580,320; Full time

Job summary

Firstsource Philippines seeks a Learning & Development trainer to deliver new-employee orientation and ongoing call center training.

You will design curricula, conduct evaluations and coordinate with QA to address training needs, ensuring objectives are met and records are maintained. A bachelor’s degree and strong communication skills are required.

Qualifications

• Bachelor’s degree in education, communications or business or equivalent experience.
• Advanced presentation, interpersonal, time management and organizational skills.
• Strong training program design experience.
• Excellent verbal and written communication skills.
• Proficiency in MS Office applications (Word, Excel, PowerPoint).
• Ability to work independently and in a team environment.

Responsibilities

• Delivers the full scope of new employee orientation and ongoing training for call center personnel.
• Conducts soft skills, supervisor, process and product training training classes.
• Ensures class objectives and learning curve metrics are achieved per plan.
• Recommends additional learning materials and develops new programs.
• Evaluates programs and coordinates with QA and other departments for training needs.
• Maintains training records and coordinates with vendors for external courses.
• Manages projects and provides status updates to management.

Skills

Presentation skills

Interpersonal skills

Time management

Organizational skills

Education

Bachelor’s degree in education, communications or business

Tools

MS Office

Job description

• Conducts full scope of activities required to deliver new employee orientation and on‑going training for call center personnel. On‑going training classes include soft skills training (leadership, communication, stress management, etc.), supervisor training, process training and product training. Audience is comprised of employees and supervisors.
• Ensures class objectives and learning curve performance metrics are achieved according to pre‑defined plan.
• May design and develop training materials and curriculum.
• Recommends additional learning materials as appropriate.
• Conducts evaluations and develops new programs to address individual, departmental or company needs. Researches and develops program content to achieve specific objectives for each program.
• Coordinates with quality assurance and other internal departments to identify new training needs and/or changes to existing training curriculum.
• Adapts existing programs to suit various audiences.
• Reviews and updates policy and procedure manuals.
• Assesses employee training needs and provides feedback to management.
• Maintains internal department and external class training records.
• May work with vendors to bring in external training courses.
• Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management.
• Other related duties assigned as needed.

What you bring:

Bachelor’s degree in education, communications or business or the equivalent combination of education, training, or work experience.

• Knowledge of the company’s products, services and business operations
• Advanced presentation, interpersonal, time management and organizational skills
• Strong training program design experience
• Excellent verbal and written communication skills
• Proficiency in MS Office applications, e.g., Word, Excel and PowerPoint
• Ability to work both independently and in a team environment

FIS JOB LEVEL DESCRIPTION

Developing level role. Moderate skills with high level of proficiency. Performs the full scope of activities required to conduct new employee orientation and on‑going training for call center personnel. May provide guidance and/or mentoring to less experienced Call Center Trainer I. Works under general to limited supervision with latitude for independent judgment. Typically requires a minimum of five years training experience, preferably in a call center or customer service organization. One or more years financial services experience is preferable.