Process Trainer (Customer Service) - Alabang

Infosys BPM Philippines; Muntinlupa; On-site; PHP 480,000 - 600,000; Full time

Benefits offered by this job

Quarterly performance bonus

HMO and Life Insurance for employees &

2 dependents for free

Great place to work certified

Job summary

Infosys BPM Philippines seeks a Senior Associate Trainer in Education, Training & Assessment to lead training needs analysis, curriculum design, and content development. You will deliver sessions, monitor outcomes, and collaborate with client teams to ensure effective knowledge transfer on CS and service desk operations.

The role requires a minimum of 4 years in BPO with at least 2 years as a trainer, excellent communication, and willingness to work onsite in Alabang with shifting schedules.

Qualifications

• Experience delivering training on customer service, service desk operations, and soft skills.

Responsibilities

• Identify training needs and sustain learning on the floor.
• Design courses end-to-end and develop content.
• Deliver engaging training sessions with effective techniques.
• Perform research ethically with guidance.
• Collaborate with client teams and internal functions.
• Manage scheduling, attendance, feedback, and reports.
• Lead cross-cultural teams and drive training outcomes.

Skills

Training delivery

Communication

Analytical ability

Cross-cultural collaboration

Education

Graduate of any 4-year course

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Senior Associate Trainer (Education, Training & Assessment)

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 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

8.Planning, Organizing and Administrative skills:

• Admin: Attendance, Agent Evaluation, Training Feedback, Utilization Report, 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:

1. CS and SD Domain:

• Experienced in delivering training on effective communication, customer service, technical support, and service desk operations.

2. Technology Functional Knowledge

• Proficient in using Microsoft Word, Excel, and PowerPoint to efficiently and accurately complete reporting and documentation tasks.

3. High Impact Communication:

• Strong oral and written communication skills.
• Maintains a pleasant demeanor and receptive attitude, embodying the core principles of customer service and leading by example.

4. 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 stakeholders

5. Profile Screening Criteria /Checks:

• Screening according to skills defined above – At least 3 years of training experience in soft skills, customer service and service desk operations.

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 Alabang.
• 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 employees 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.”