Trainer I

Hammerjack Pty Ltd; Philippines; On-site; PHP 201,000 - 335,000; Full time

Job summary

Hammerjack Pty Ltd seeks a dedicated Training Materials Specialist to enhance and produce training content for a call center environment. You will identify training needs with department leaders, develop curricula, and ensure alignment with customer service standards.

You will deliver new hire training classes, facilitate ongoing sessions, and collaborate with QA to address training gaps, while maintaining confidentiality and adherence to Health, Safety, and Quality policies.

Qualifications

• 1+ years of training experience in a call center.
• Experience creating and updating training materials.

Responsibilities

• Identify training needs with department leaders.
• Collaborate to communicate policy and procedure updates for consistency.
• Deliver new hire training classes and prepare materials.
• Facilitate recurrent training sessions and seminars on policy updates.
• Develop and improve training curricula based on business needs.

Skills

Training delivery

Curriculum development

Facilitation

Learning assessment

Education

High school diploma or equivalent

Job description

Job Summary:

Responsible for updating, enhancing, and producing training materials, identifying, recommending, and administering ongoing/new training in alignment with call center customer service philosophy and business needs.

Responsibilities:

• Partner with department leaders to identify training needs for new hires and existing employees.
• Collaborate with management to communicate policy and procedure updates and ensure a consistent customer experience.
• Conduct new hire training classes, including preparation of training materials, resources, and facilities.
• Facilitate recurrent training sessions, meetings, and seminars related to policy, procedure, and protocol changes.
• Adapt training methods to accommodate different learning styles through: Role-playing exercises, Simulations, Team exercises, Group discussions, Videos, Lectures etc.
• Work closely with Quality Assurance teams to conduct training needs assessments and identify training gaps.
• Develop and improve training curriculum and delivery methods based on business requirements.
• Create, implement, and maintain training materials covering: Product knowledge, Process awareness, System expertise and Call handling skills
• Identify and implement industry best practices and training processes.
• Share knowledge and best practices with other iQor facilities and teams.
• Ensure compliance with all company policies and procedures, including Security, Health, Safety, and Quality standards.
• Maintain confidentiality of systems, data, proprietary information, and customer-specific information.
• Interpret instructions provided in written, oral, diagram, or schedule formats.
• Support and align with business objectives and call center operational strategies.
• Perform other duties as assigned.

Skills Requirements:

1 or more years of training experience in call center.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.

Consistent attendance is an essential function of the job.