Technical Trainer & Performance Coach

Newfold Digital; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Work-life balance

HMO benefits - 200k MBL with two free

Punctuality Bonus

Generous vacation policy

Job summary

Bluehost is seeking a Learning & Development trainer to design, deliver, and measure onboarding, upskilling, and refresher training across customer support teams in Cebu City. The role focuses on improving product knowledge, communication, and soft skills through data-driven Training Needs Analysis and interactive sessions.

You will develop materials, run simulations, coach agents, and collaborate with Operations, QA, and Leadership to align trainings with business goals.

Qualifications

• At least 2 years in Learning & Development, Training, Facilitation, Coaching, or related role.
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Responsibilities

• Design, plan, organize and deliver onboarding, upskilling, and refresher training.
• Conduct Training Needs Analysis using data, observations, and stakeholder input.
• Develop and facilitate role-playing activities and practice sessions.
• Train employees on billing processes, tools, and systems.
• Provide coaching to help agents reach optimal performance.
• Assess strengths and customize training interventions.
• Create and maintain learning materials and job aids.
• Conduct refresher sessions for tenured agents.
• Measure training effectiveness and adjust as needed.
• Collaborate with Operations, QA, Leadership to align initiatives.
• Participate in calibrations for consistent scoring and feedback.
• Handle supervisory or escalated calls when required.
• Escalate complex cases to appropriate department.
• Own programs end-to-end from analysis to follow-up.
• Document observations and outcomes.
• Support ad hoc training-related projects.
• Demonstrate adaptability to changes in processes or tools.
• Mentor junior trainers or support onboarding.

Skills

Learning & Development

Facilitation

Coaching

Presentation skills

Verbal communication

Written communication

Analytical skills

Organizational skills

Team management

Mentoring

Tools

MS Office

Job description

Bluehost is seeking a Learning & Development trainer to design, deliver, and measure onboarding, upskilling, and refresher training across customer support teams in Cebu City. The role focuses on improving product knowledge, communication, and soft skills through data-driven Training Needs Analysis and interactive sessions.

You will develop materials, run simulations, coach agents, and collaborate with Operations, QA, and Leadership to align trainings with business goals.