Technical Trainer - VoIP & CCaaS Specialist (Clark)

E-Solutions IT Services; Pampanga; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Commission

HMO

Job summary

E-Solutions IT Services in Clark, Pampanga, is seeking an experienced Technical Trainer to design, deliver and continuously improve training programs for technical accounts. You will coach trainees, develop materials, and ensure new hires gain technical, behavioral, and operational skills for success.

The role emphasizes VoIP/CCaaS familiarity, strong communication, and the ability to work onsite in Clark with shift schedules. This is a full-time position with opportunities to impact 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, voicemail, and agent state management.
• Willing to work on shifting or graveyard schedules.
• Amenable to working onsite in Clark, Pampanga.
• Knowledge of Contact Center as a Service (CCaaS) platforms, including: skills-based routing.
• 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.

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.

Tools

CCaaS platforms

Microsoft Office

Job description

E-Solutions IT Services in Clark, Pampanga, is seeking an experienced Technical Trainer to design, deliver and continuously improve training programs for technical accounts. You will coach trainees, develop materials, and ensure new hires gain technical, behavioral, and operational skills for success.

The role emphasizes VoIP/CCaaS familiarity, strong communication, and the ability to work onsite in Clark with shift schedules. This is a full-time position with opportunities to impact performance.