Steady State Trainer

IBM; Philippines; Hybrid; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

IBM Consulting is seeking a Customer Service Trainer to design, develop, and deliver comprehensive training programs for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. You will create curricula, deliver onboarding, and drive continuous improvement to enhance customer satisfaction.

You will organize sessions, assess skills gaps, coordinate with managers, and ensure compliance, data privacy, and tool proficiency including MS Office with CoPilot and GenAI.

Qualifications

• Bachelor's degree required.
• Minimum 3 years of trainer experience.
• Experience in telecommunications or tech support preferred.
• Familiarity with LMS and e-learning tools.
• Strong communication and facilitation skills.

Responsibilities

• Design curricula, materials, and e-learning modules for telecom CS operations.
• Deliver onboarding and ongoing training for Level 1 and Level 2 staff.
• Conduct role-plays and simulations to build communication and problem-solving skills.
• Assess gaps using observations and performance data; adjust curricula accordingly.
• Coordinate training schedules with operations managers and team leads.
• Ensure training aligns with compliance and data privacy requirements.
• Provide coaching on the use of Microsoft Office (CoPilot) and GenAI tools.
• Maintain LMS records and updated training materials; collaborate with SMEs.

Job description

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

Role Purpose

The Customer Service Trainer is responsible for designing, developing, and delivering comprehensive training programs for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role ensures new hires and existing staff are equipped with the knowledge, skills, and competencies required to deliver exceptional customer service, resolve technical issues, and meet performance standards. The trainer facilitates on-the-job coaching, creates educational materials, and assesses training effectiveness to drive continuous improvement and customer satisfaction.

Key Responsibilities

• Design and develop training curricula, materials, and resources (e.g., videos, manuals, job aids, e-learning modules) tailored to telecom customer service operations.
• Organize and deliver training sessions for new hires covering telecommunications products, policies, procedures, systems, and tools.
• Conduct onboarding training for Level 1 Customer Service Representatives, including communication skills, troubleshooting techniques, and use of multiple systems.
• Deliver advanced training for Level 2 representatives on escalation handling, complex problem-solving, technical troubleshooting, and mentoring skills.
• Facilitate role-playing activities and simulations to develop interpersonal skills such as empathy, conflict management, negotiation, and de-escalation techniques.
• Identify individual and team skills gaps through observation, assessments, and performance data analysis.
• Schedule and coordinate regular training sessions, refresher courses, and ongoing development programs.
• Liaise with operations managers and team leads to support on-the-job coaching and real-time feedback for handling difficult customer interactions.
• Ensure all training aligns with telecom industry standards, compliance requirements, and data privacy/security protocols.
• Train staff on the use of Microsoft Office applications (including CoPilot), GenAI tools, and contact center technologies.
• Assess the effectiveness of training programs by measuring impact on staff performance, quality scores, productivity metrics, and customer satisfaction.
• Maintain accurate and updated records of training curricula, attendance, certifications, and materials using Learning Management Systems (LMS).
• Collaborate with subject matter experts and leadership to continuously improve training content and delivery methods.
• Support change management initiatives by preparing teams for new processes, tools, or system updates.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Minimum 3 years of experience as a Customer Service Trainer, Learning & Development Specialist, or similar role.
• Prior experience in telecommunications, technical support, or customer service positions strongly preferred.
• Proven ability to design and deliver training programs for both entry-level and advanced customer service roles.
• Knowledge of Learning Management Systems (LMS) and e-learning development tools.
• Familiarity with interactive learning activities, adult learning principles, and instructional design methodologies.
• Excellent communication, presentation, and facilitation skills with the ability to engage diverse audiences.
• Strong analytical skills to assess training effectiveness and identify performance improvement opportunities.
• Proficiency with Microsoft Office Suite, including CoPilot, and experience using GenAI tools for content development.
• Ability to work in a fast-paced, high-volume contact center environment.
• Strong organizational skills with attention to detail and ability to manage multiple training initiatives simultaneously.

Preferred Skills

• Bachelor's degree in Education, Human Resources, Organizational Development, or a related field.
• Additional certification in training, instructional design, or adult education (e.g., CPTD, ATD certification).
• Experience training on telecom-specific systems, billing platforms, or technical troubleshooting processes.
• Experience coaching or mentoring trainers or team leads.

Additional Requirements

• Flexible availability to deliver training during various shifts, including evenings and weekends as needed.
• Ability to facilitate training both virtually and onsite.
• Successful completion of background verification, including employment history, education, and criminal record.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Steady State Trainer

Job ID

126682

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines

Work arrangement

Hybrid

Area of work

Enterprise Operations

Employment type

Regular

Position type

Professional

No Travel

Company

(0856) IBM Business Services

Shift

Night

Is this role a commissionable/sales incentive based position?