Training Analyst

Select VoiceCom; Cebu City; On-site; PHP 391,000 - 670,000; Full time

Benefits offered by this job

Medical/Dental coverage

Life insurance

Free weekly massage

Career development

Annual salary increase

Team outings

Job summary

Select VoiceCom, an American and Australian-owned call center services company, seeks a Training Analyst to align training with strategic objectives, boost agent performance, and foster a collaborative environment. The role emphasizes analysis, design, coaching, and cross‑functional collaboration to drive measurable business results.

The position emphasizes facilitating engaging training, designing materials, and monitoring KPIs to continuously improve outcomes and morale across teams in Cebu IT

Qualifications

• Bachelor's degree (4- or 5-year) in a relevant field.
• Proven experience in training and development, preferably in a customer service or call center environment.
• Excellent communication skills, both verbal and written, with proficiency in grammar and accent neutralization.

Responsibilities

• Conduct training sessions and workshops for employees.
• Facilitate discussions and activities to enhance learning and skill development.
• Demonstrates effective strategy in conducting Training Needs Analysis and designs training materials aligned with objectives.
• Monitor agent performance on the floor based on KPIs and provide tailored feedback to close gaps.
• Conduct regular one‑on‑one feedback sessions to support performance improvement.
• Assess individual training needs and develop tailored training plans.
• Ensure training programs comply with policies and regulations and maintain accurate records for reporting.
• Monitor and improve the quality of training delivery and content.
• Collaborate with Operations and stakeholders to align initiatives with organizational goals.

Skills

Facilitation

Instructional Design

Performance Coaching

Analytics

Stakeholder Collaboration

Education

Bachelor's degree (4- or 5-year)

Tools

Learning Management System (LMS)

Training tools

Job description

Job Brief The Training Analyst plays a pivotal role in molding employee performance and development throughout the organization. Working hand in hand with Operations, this position guarantees that training initiatives align with the company's strategic objectives, directly impacting its bottom line by boosting employee efficiency, optimizing processes, and enriching customer interactions. Moreover, by nurturing a collaborative atmosphere and offering corrective training as needed, the Training Analyst cultivates strong morale and drive among employees, amplifying their collective impact on the company's prosperity.

Job Brief The Training Analyst plays a pivotal role in molding employee performance and development throughout the organization. Working hand in hand with Operations, this position guarantees that training initiatives align with the company's strategic objectives, directly impacting its bottom line by boosting employee efficiency, optimizing processes, and enriching customer interactions. Moreover, by nurturing a collaborative atmosphere and offering corrective training as needed, the Training Analyst cultivates strong morale and drive among employees, amplifying their collective impact on the company's prosperity.

Key Responsibilities:

Facilitation:

• Conduct training sessions and workshops for employees.
• Facilitate discussions and activities to enhance learning and skill development.

Instructional Design:

• Demonstrates effective strategy in conducting Training Needs Analysis.
• Design training materials, presentations, and activities.
• Ensure content is engaging, informative, and aligned with learning objectives.

Performance Improvement:

• Continuously monitor the performance of agents on the floor based on campaign requirements and key performance indicators (KPIs).
• Provide tailored feedback to address identified performance gaps and optimize outcomes.

Performance Coaching:

• Conduct regular one‑on‑one feedback sessions with agents to discuss their performance, strengths, and areas needing improvement.
• Provide encouragement, motivation, and support to agents to help them overcome challenges and stay focused on achieving their performance goals.

Capability Development:

• Assess individual training needs and skill gaps.
• Develop tailored training plans to enhance employee capabilities.

Compliance and Reporting:

• Ensure training programs comply with relevant policies and regulations.
• Maintain accurate records of training activities and outcomes for reporting purposes.

Quality Assurance:

• Monitor the quality of training delivery and content.
• Implement improvements to enhance the effectiveness of training programs.

Collaboration and Communication:

• Collaborate with Operations and other stakeholders to align training initiatives with organizational goals.
• Communicate effectively with employees to ensure understanding of training objectives and expectations.

Professional Development:

• Continuously improve facilitation and instructional design skills through professional development activities.

Qualifications:

• Bachelors degree of a 4- or 5-year course
• Proven experience in training and development, preferably in a customer service or call center environment.
• Excellent communication skills, both verbal and written, with proficiency in grammar and accent neutralization.
• Strong interpersonal skills with the ability to build effective relationships at all levels of the organization.
• Demonstrate strong business acumen by delivering measurable results through training deliverables.
• Exhibit leadership abilities and a proactive approach to problem‑solving.
• Show reliability and dependability by consistently meeting training session schedules, deadlines, and stakeholder commitments.
• Ability to work independently and collaboratively in a fast‑paced, dynamic environment.
• Experience with learning management systems and other training tools/software is a plus.

About SVC:

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

Checkout our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park
• Terms and conditions apply.