Senior Trainer (Technology Operations)

Private Advertiser; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Private Advertiser is seeking an experienced training professional to design and deliver Instructor-Led Training (ILT) sessions for new hires in a fast-paced contact center.

You will partner with Workforce teams to schedule training, conduct knowledge assessments, coach during CIC (Calls-in-Class), and ensure new agents reach proficiency before live interactions.

Candidates should have 6+ years in ILT design and 8+ years in contact center or IT operations environments.

Qualifications

• 6+ years of designing and delivering Instructor-Led Training (ILT) for new hires.
• 8+ years of experience supporting contact center, service desk, or IT operations environments.

Responsibilities

• New Hire Training & Onboarding
• Partner with Workforce teams to schedule agents for training programs
• Design and deliver Instructor-Led Training (ILT) sessions for new hires
• Conduct knowledge assessments and evaluations to measure trainee readiness
• Ensure trainees meet proficiency standards before progressing to live interactions
• Facilitate Calls-in-Class (CIC) programs bridging classroom training and production support
• Monitor trainees during live customer interactions for defined periods
• Daily coaching and feedback to address performance gaps
• Track trainee progress during CIC and post-training periods (30-60-90 days)
• Coordinate handover of agents to production teams when ready
• Report agent performance and adherence during post-training
• Cross-skill training to broaden agent capabilities across functions
• Enable workforce flexibility and balanced workload through skill diversification

Skills

ILT design

Training delivery

Coaching

Job description

Responsibilities

• - New Hire Training & Onboarding
• - Partner with Workforce teams to schedule agents for training programs
• - Design and deliver Instructor-Led Training (ILT) sessions for new hires.
• - Conduct knowledge assessments and evaluations to measure trainee understanding and readiness.
• - Ensure trainees meet the required proficiency standards before progressing to live user interactions.
• - Facilitate Calls-in-Class (CIC) programs as a bridge between classroom training and production support.
• - Monitor trainees while they handle live customer interactions for a defined period during their shifts.
• - Conduct daily coaching and feedback sessions to reinforce learning and address performance gaps.
• - Track trainee progress throughout the CIC period and provide targeted development plans.
• - Manage and support the CIC program for approximately one week or as required by the business.
• - Monitor agent performance, adherence to processes, and customer interaction quality.
• - Deliver ongoing coaching and corrective feedback to address performance deficiencies.
• - Coordinate handover of agents to production teams once readiness criteria are met.
• - Track and report agent performance during the 30-60-90-day post-training period.
• - Conduct cross-skill training initiatives to broaden agent capabilities across multiple support functions.
• - Enable workforce flexibility and balanced workload distribution through skill diversification

Qualifications:

• 6+ yrs of experience in designing and delivering Instructor-Led Training (ILT) sessions for new hires
• 8+ yrs of experience supporting contact center, service desk, or IT operations environments.