Trainer I - Call Center

iQor Philippines; Bacolod; On-site; PHP 180,000 - 260,000; Full time

Job summary

iQor Philippines is seeking a Training Specialist to update, enhance, and produce training materials for customer-service excellence. You will identify training needs, design and deliver programs for new hires and current staff in alignment with call center philosophy and business needs.

You will work with department leaders, conduct onboarding and recurrent trainings, and adapt methods to various learning styles while ensuring policy compliance and consistent customer experiences across the

Qualifications

• Minimum 1 year of training experience in a call center.
• High school diploma or equivalent required.

Responsibilities

• Identifies training needs for new hires and existing employees.
• Keeps personnel informed on updated policies and procedures to ensure consistent customer experience.
• Conducts new hire classes and prepares all training materials and facilities.
• Conducts regular training sessions and seminars during policy or protocol updates.
• Adapts teaching style to accommodate diverse learning methods (role plays, simulations, group discussions, etc.).
• Collaborates with Quality Assurance to assess training gaps and improve curricula.
• Creates and maintains training materials for product knowledge, process awareness, and call handling skills.
• Shares best practices across iQor facilities.
• Ensures adherence to company policies on security, health, safety, and quality.

Skills

Call center training

Education

High school diploma / GED

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:

• 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.