Trainer

Everise; Philippines; Hybrid; PHP 240,000 - 420,000; Full time

Job summary

Everise is seeking a Trainer to develop and deliver training programs for call center personnel, covering product knowledge, sales, and customer service. The role supports both remote virtual sessions and brick-and-mortar classes, using Adobe Connect or similar platforms.

The ideal candidate will have at least one year of experience in adult learning, a relevant degree, and strong presentation and facilitation skills.

Qualifications

• Minimum one year of instructing in an adult learning environment, preferably in contact center or customer service.
• Undergraduate degree in Instructional Design, English or related discipline.
• Excellent oral and written communication skills at all levels.
• Experience delivering virtual online training.
• Ability to build rapport in an online virtual environment.
• Proficiency with Microsoft Office (PowerPoint and Word).
• Ability to work any shift seven days a week.
• Ability to understand Standard Operating Procedures and adapt to changes.
• Outgoing personality.

Responsibilities

• Deliver new hire and ongoing training with emphasis on customer service and sales skills, product knowledge, and Everise policies/procedures.
• Train in remote virtual environments or brick-and-mortar settings.
• Train via Adobe Connect or similar remote training platform.
• Maintain high success rate of graduates as shown by evaluations and on-the-job performance.
• Partner with clients in curriculum design and modification; develop supporting materials.
• Prepare lesson plans and course agendas for each training class.
• Conduct proficiency evaluations and certify trainees.
• Execute nesting or on-the-job training with results.
• Train class sizes from 10 to 100 learners.
• Collaborate with supervisors to develop associates for optimal performance.
• Conduct refresher and cross-training modules in identified areas.
• Ensure trainees are successful for production and long-term retention.

Skills

Public speaking

Adult learning

Communication skills

Facilitation

Rapport building

Education

Bachelor's degree in Instructional Design or English or related discipline

Tools

PowerPoint

Word

Microsoft Office

Job description

Company OverviewJoin 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. Find a job you’ll love today!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 needsQualifications:• 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 personalityIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.