Trainer

Wipro Ltd.; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Wipro Ltd. in Quezon City, Philippines, is seeking a Trainer to develop skills and competencies in team members, communicating training expectations clearly and professionally.

You will lead sessions on SOPs, collaborate with cross-functional teams to create new content, and monitor trainee performance through audits and feedback. The role suits candidates with 1–3 years in contact center training and a Bachelor's degree.

Qualifications

• Bachelor's degree required.
• 2–4 years overall experience.
• 6 months to 1 year experience as Trainer in contact center.

Responsibilities

• Master all policies, SOPs, and training requirements; coach and transfer knowledge.
• Assign pre-study work as defined by client and training org.
• Complete tracking and reporting tasks consistently.
• Report Trainee at Risk updates to Training Manager.
• Conduct outlier, Vitality, and ad hoc trainings.
• Support service levels by staying productive when required.
• Deliver training on SOPs to new and existing staff.
• Collaborate with cross-functional teams to create new training content.
• Monitor calls for Soft Skills, Process, and Compliance.
• Provide targeted coaching to improve agent performance.
• Analyze audit and process data to propose improvements.
• Keep advisors updated on new processes and updates.
• Attend calibration calls and monthly training alignments.

Skills

Training delivery

Coaching

Process improvement

Education

Bachelor's Degree

Job description

Trainer

Company : Wipro Job Type : Full Time Quezon City, Philippines

Job Description - Trainer

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Role Definition

The role of a trainer is to develop a competency and skill sets in an individual to perform his/her effectively and efficiently in the work place. The trainer should communicate to the trainees about what is expected out of training in a simple and professional way.

Roles and Responsibilities

• Demonstrated complete mastery of all FBB policies, procedures, SOPs, and training requirements, including upsell and cross-sell techniques, with the ability to coach and transfer knowledge effectively.
• Assign appropriate pre-study work, as defined by client and individual training organization.
• Consistently and thoroughly complete required tracking and reporting tasks.
• Communicate “Trainee at Risk” updates to the Training Manager (attendance, assessment scores, success factors, activity results, etc.).
• Conduct outlier, Vitality, and ad hoc client/process-related trainings.
• Support service levels by being productive whenever required.
• Deliver training to new and existing team members on SOPs.
• Collaborate with cross-functional teams to design and develop new training content.
• Monitor calls (both recorded and live) for Soft Skills, Process, and Compliance parameters.
• Provide targeted coaching and feedback to enhance agent performance.
• Analyze audit, compliance, communication, and process-related data to prepare and implement actionable improvement plans.
• Keep advisors on the floor updated on new process changes, updates, and improvement initiatives. (If “Floor Advisors” refers to peer mentors or floor support staff, consider clarifying this role distinction in the job description.)
• Attend all calibration calls and monthly touch-base sessions with the Program Trainer.

Essential Hiring Skills

• Monitoring and reporting on the effectiveness of training programs and implementing remediation programs.
• Completes certification courses prior to conducting first training session.
• Adheres to Agent and/or Representative training schedule and curriculum.
• Delivers training assessments to trainees.
• Train the New entrants on Process & Product knowledge.
• Analyze the Coaching / Training needs of the new entrants & support them in delivery.
• Conduct refresher/remedial training
• Support floor Training Initiatives: Resolution & Communication /Vitality Training.

Qualifications

• Bachelor's Degree
• 2-4 years overall experience
• 6 months - 1 year experience as Trainer in contact center

Mandatory Skills: Training
Experience: 1-3 Years
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.