Trainer I - Call Center

iQor Philippines; Bacolod; On-site; PHP 279,000 - 469,000; Full time

Job summary

iQor Philippines is seeking a training specialist to update, enhance and produce training materials for our call center staff, ensuring alignment with customer service philosophy and business needs.

You will partner with department leaders to identify training needs for new hires and existing employees, conduct new hire classes, deliver recurrent trainings, adapt methods to diverse learners, and work with Quality Assurance to close gaps and improve curriculum.

Qualifications

• 1+ years of training experience in call center.

Responsibilities

• Partners with department leaders to identify training needs for new hires and existing employees.
• Partners with management team to keep appropriate personnel apprised on policy updates for consistent customer experience.
• Conducts new hire classes and prepares training materials and facilities.
• Delivers recurrent training classes, meetings and seminars during policy or procedure updates.
• Adapts teaching styles for diverse learners (Role Plays, Simulations, Team Exercises, Group Discussion, Videos, Lectures).
• Works with internal Quality Assurance to assess training needs, identify gaps and improve curriculum/delivery.
• Creates and maintains training materials for product knowledge, process awareness, system expertise and call handling skills.
• Identifies and implements best practices and shares them across iQor facilities.
• Ensures adherence to company policies and confidentiality.

Skills

Training experience in call center

Education

High school diploma or equivalent

Job description

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:

• Partners with department leaders to identify training needs for new hires and existing employees
• Partners with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience.
• Conducts new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class.
• Conducts recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates.
• Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and/or Lectures).
• Working with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and/or delivery.
• Creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills.
• Identifies and implements new practices and processes that are “best in field".
• Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs 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.