Technical Trainer | Clark, Pampanga

ESOL IT SERVICES INC.; Mabalacat; On-site; PHP 400,000 - 520,000; Full time

Job summary

ESOL IT SERVICES INC. in Clark, Pampanga is seeking an experienced Technical Trainer to design and deliver hands-on training programs for technical accounts.

You will develop learning materials, coach trainees, and ensure new hires gain technical, behavioral, and operational skills required for success. You will lead multi-week onboarding, nesting, and ongoing training sessions, while coaching learners in nesting and BQM environments and delivering feedback to drive performance metrics.

Qualifications

• At least 2–3 years of experience as a Trainer supporting a Technical/Tech account.
• Strong understanding of cloud-based telephony (VoIP) including inbound/outbound calls, transfers, conferencing, voicemail, and agent state management.
• Knowledge of CCaaS platforms including queue management, skills-based routing, call flows, and service level concepts.
• Demonstrated experience in curriculum development and training material creation.
• Excellent working knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Strong English verbal and written communication skills.
• Willing to work on shifting or graveyard schedules.
• Amenable to working onsite in Clark, Pampanga.

Responsibilities

• Create, facilitate, and continuously revise training materials and documentation to equip employees with essential skills and knowledge.
• Facilitate multi-week transmission and blended new-hire training and nesting.
• Facilitate floor training and BQM training for the assigned program.
• Conduct multi-hour learning sessions covering product, behavioral, process, and tool changes.
• Coach trainees and provide timely, constructive feedback to achieve performance metrics.
• Provide coaching, feedback, and supervision during OJT, Nesting, TQ, and Evolution.
• Monitor and oversee new-hire progression and enhancement training.
• Identify learning gaps and implement effective solutions.
• Establish and maintain communication with clients and team members to meet business expectations.

Skills

Curriculum development

Coaching

Facilitation

Presentation

Classroom management

Microsoft Office

English communication

Job description

About the Role

We are looking for an experienced Technical Trainer to join our team in Clark, Pampanga. The successful candidate will be responsible for delivering engaging training programs, developing learning materials, coaching trainees, and ensuring new hires are equipped with the technical, behavioral, and operational skills needed to succeed.

This role is ideal for a trainer with strong technical account experience, excellent communication skills, and a solid understanding of VoIP, CCaaS, and contact center operations.

Key Responsibilities

• Create, facilitate, and continuously revise training materials and documentation to equip employees with essential skills and knowledge.

• Facilitate all aspects of multi-week transmission and blended new-hire training and nesting.

• Facilitate floor training and BQM training for the assigned program.

• Conduct multi-hour learning sessions covering product, behavioral, process, and tool changes.

• Supervise and coach learners in nesting and BQM environments.

• Coach trainees and provide timely, constructive feedback to help them achieve required performance metrics.

• Provide coaching, feedback, and supervision during OJT, Nesting, TQ, and Evolution.

• Monitor and oversee new-hire progression and enhancement training.

• Identify learning gaps, provide appropriate feedback, and implement effective solutions.

• Establish and maintain effective communication with clients and team members to understand needs, resolve issues, and meet business expectations.

• Complete and maintain accurate training and performance reports.

• Take ownership of self-skilling and certification during periods of classroom inactivity.

• Support continuous improvement initiatives related to training processes, materials, and learner performance.

Qualifications

• At least 2–3 years of experience as a Trainer supporting a Technical/Tech account.

• Strong understanding of cloud-based telephony (VoIP), including:

  • Inbound and outbound call handling

  • Call transfers

  • Conferencing

  • Voicemail

  • Agent state management

• Knowledge of Contact Center as a Service (CCaaS) platforms, including:

  • Queue management

  • Skills-based routing

  • Call flows

  • Service level concepts

• Demonstrated experience in curriculum development and training material creation.

• Excellent working knowledge of Microsoft Office, particularly Excel, PowerPoint, Word, and Outlook.

• Strong English verbal and written communication skills.

• Strategic thinker with the ability to develop solutions and drive process improvements.

• Strong coaching, facilitation, presentation, and classroom management skills.

• Willing to work on shifting or graveyard schedules.

• Amenable to working onsite in Clark, Pampanga.

What We're Looking For

We are seeking a hands-on and results-driven Technical Trainer who can confidently facilitate technical learning, coach trainees through their development journey, and partner with operations and stakeholders to improve performance.

If you have solid technical training experience and are ready to make an impact in a dynamic contact center environment, we'd love to hear from you!

Work Setup

Location: Clark, Pampanga
Work Arrangement: Onsite
Schedule: Shifting / Graveyard Schedule