Telecom Customer Service Training Lead

IBM Business Services, Inc.; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

IBM Business Services, Inc. seeks a Customer Service Trainer to design, develop, and deliver training for Level 1 and Level 2 representatives in a telecommunications environment.

You will create engaging materials and onboarding programs, facilitate sessions, and coach to close skill gaps while ensuring compliance with telecom standards and data privacy. The role partners with operations leaders and SMEs to elevate service quality, enhance customer experience, and prepare teams for new processes

Qualifications

• Must design and deliver training for Level 1 and Level 2 Customer Service Representatives.
• Experience in telecommunications, tech support, or customer service preferred.
• Knowledge of LMS and e-learning development tools.
• Strong communication, presentation, and facilitation skills.

Responsibilities

• Design, develop, and deliver training programs for customer service teams.
• Create engaging learning materials and onboarding curricula.
• Facilitate classroom and virtual sessions.
• Identify skill gaps and coach to improve performance.
• Evaluate training effectiveness and ensure telecom/data privacy compliance.
• Partner with operations leaders and SMEs to drive service excellence.
• Prepare teams for new processes and technologies.
• Support continuous learning initiatives.

Skills

LMS proficiency

Adult learning

Training design

Presentation skills

CoPilot/MS Office

GenAI content

Coaching & mentoring

Analysis of training effectiveness

Education

Bachelor's degree in Education/HR/OD

Tools

LMS tools

Job description

IBM Business Services, Inc. seeks a Customer Service Trainer to design, develop, and deliver training for Level 1 and Level 2 representatives in a telecommunications environment.

You will create engaging materials and onboarding programs, facilitate sessions, and coach to close skill gaps while ensuring compliance with telecom standards and data privacy. The role partners with operations leaders and SMEs to elevate service quality, enhance customer experience, and prepare teams for new processes