Trainer

Everise Philippines Ltd.; Isabela; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

Everise Philippines Ltd. is seeking a Trainer to develop and deliver training for call center personnel, focusing on customer service, sales, product knowledge, and Everise policy adherence.

The role supports both remote virtual sessions and brick-and-mortar environments, with emphasis on adult learning and measurable trainee outcomes. Responsibilities include creating lesson plans, certifying trainees, and partnering with clients to design curricula; a background in instructional design and

Qualifications

• Minimum of one year instructing in an adult learning environment, preferably in contact center, customer service, or related industry.
• Undergraduate degree in Instructional Design, English or related discipline.
• Virtual online experience in blogging or teaching.
• Ability to build rapport in an online virtual environment.
• Excellent oral and written communication skills at all levels of the organization.
• Demonstrated presentation and facilitation skills.
• Proficiency in Microsoft Office applications including PowerPoint and Word.

Responsibilities

• Deliver training for new hires and ongoing sessions focusing on customer service, sales skills, product knowledge, and Everise policies.
• Train in remote virtual environments or brick-and-mortar settings as required.
• Facilitate training via Adobe Connect or similar platforms as well as traditional classrooms.
• Maintain high graduation success rates and strong on-the-job performance evaluations.
• Collaborate with clients on curriculum design and development of supporting materials.
• Provide training across large classes from 10 to 100 learners and adapt to adult learning styles.

Skills

Oral & written communication

Presentation & facilitation

Online rapport building

OutGoing personality

Education

Undergraduate degree in Instructional Design or English

Tools

PowerPoint

Word

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.

Position Purpose

The Trainer is responsible for the training and development of call center personnel in the areas of client deliverables and expectations including product information, sales, and customer service. Trainers may also train leadership team members in expected Everise leadership contributions and behaviors, management skill and internal policy and procedure.

Job Responsibilities

• Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures.
• Proficient and comfortable in training in a remote virtual training environment or brick and mortar.
• Ability to train and facilitate via Adobe Connect – or similar remote training platform and traditional Brick and Mortar environment.
• Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on the job performance.
• Partner with clients in curriculum design and modification. Develop associated supporting materials.
• Ability to train to adult learning styles virtual and brick and mortar.
• Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives.
• Prepare lesson plans and course agenda for each training class.
• Conduct proficiency evaluations and certify trainees for the programs to which they are assigned.
• Execute nesting or on the job training excellence with results.
• Ability to train class sizes anywhere from 10 to 100 learners.
• In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance.
• Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.
• Ensure trainees are successful for production environment and long-term retention.
• While not training, trainer could be asked to take phone calls or support operations, depending on the business needs.

Qualifications

• A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
• Undergraduate degree in Instructional Design, English or a related discipline.
• Virtual online experience in blogging or teaching.
• Ability to build rapport in an online virtual environment.
• Excellent oral and written communication skills at all levels of the organization.
• Demonstrated presentation and facilitation skills.
• Proficiency in Microsoft Office applications including PowerPoint and Word.
• Ability to work any shift x 7 days a week.
• Ability to understand Standard Operating Procedures and when to ask for guidance.
• Ability to adapt and implement changes on the fly.
• Outgoing personality.

Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.

At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work.

Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.