Technology Operations Analyst - Learning and Development | Training

PAN ASIA HR CONSULTING PH INC.; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

PAN ASIA HR CONSULTING PH INC. is seeking an experienced Training Specialist to design and deliver Instructor-Led Training for new hires in a fast-paced contact center environment. You will lead ILT sessions and manage the CIC bridge to production support.

The role includes conducting knowledge assessments, coaching during the CIC period, coordinating with WPA teams to schedule agents, and tracking trainee progress through 30-60-90 days, with a focus on readiness and performance.

Qualifications

• 3+ years of experience designing and delivering Instructor-Led Training (ILT) sessions for new hires.
• Experience supporting contact center, service desk, or IT operations environments.
• New Hire Training & Onboarding with collaboration with WPA teams to schedule agents for training programs.

Responsibilities

• 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.

Skills

ILT design

Training delivery

Workforce coordination

New hire onboarding

Job description

Qualifications:

• 3+ yrs of experience in designing and delivering Instructor-Led Training (ILT) sessions for new hires.
• Experience supporting contact center, service desk, or IT operations environments.
• New Hire Training & Onboarding
  • Partner with Workforce Planning Administration (WPA) teams to schedule agents for training programs.

Responsibilities:

• 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.